Technical Platform Expert (Support - EMEA)

Join Ironclad, the leading digital contracting platform. As a Technical Platform Expert, you will provide consultative guidance and technical support to help customers successfully adopt and maximize the value of the Ironclad platform. You will leverage advanced AI tools, collaborate with cross-functional teams, and advocate for customer needs internally. This role offers a range of benefits, including health insurance, a flexible vacation policy, and work-from-home opportunities.

About Ironclad

Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes

Responsibilities

• Deliver end-to-end consultative guidance and technical support to help customers successfully adopt and maximize the value of the Ironclad platform.
• Provide high-quality post-hypercare technical support to new and existing customers, leveraging internal AI tools and knowledge systems to accelerate issue investigation.
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve complex issues, advocate for customer needs, and influence product improvements.

Requirements

• Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms
• Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners
• Strong analytical and problem-solving skills with the ability to prioritize, investigate, and appropriately escalate customer issues
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership
• Excellent written and verbal communication skills with experience leading customer conversations. Ability to translate technical concepts for non-technical stakeholders; ability to write clear assessments and recommendations; ability to manage sensitive customer conversations
• Customer-first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes
• Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows
• 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (e.g. Technical Account Manager, technical consulting, technical support, customer support, or another technical customer-facing role within a B2B SaaS environment.)
• Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus
• Strong technical aptitude with the ability to troubleshoot complex product issues, including AI-powered features and workflows, and translate technical concepts into clear, customer-friendly guidance