Technical Platform Expert, Support, EMEA

Ironclad
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Empathy","Problem-solving","Prioritization","Cross-functional collaboration"]

Provide high-quality technical support to new and existing customers across email, chat, and phone. Diagnose, troubleshoot, replicate, and resolve product issues and answer how-to questions, while delivering a proactive “white glove” experience. Partner with Account Executives and internal teams to improve post-deployment customer experience, translate support trends into product feedback, and help enhance Help Center content and support workflows using AI to streamline resolution time.

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Ironclad
Ironclad
3 days ago

Technical Platform Expert, Support, EMEA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide high-quality technical support to new and existing customers across email, chat, and phone. Diagnose, troubleshoot, replicate, and resolve product issues and answer how-to questions, while delivering a proactive “white glove” experience. Partner with Account Executives and internal teams to improve post-deployment customer experience, translate support trends into product feedback, and help enhance Help Center content and support workflows using AI to streamline resolution time.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide responsive, high-quality technical support to customers via email, chat, and phone.
  • •Investigate, troubleshoot, replicate, and resolve product issues and answer how-to questions.
  • •Partner with Account Executives and internal teams to deliver a seamless post-deployment customer experience.
  • •Identify recurring questions and knowledge gaps, then collaborate with Technical Writers to improve Help Center content and support resources.
  • •Use AI to streamline support processes and reduce ticket handle time while maintaining customer care standards.

Pay and Benefits

Perks:Health InsuranceDentalLife AssuranceIncome ProtectionPension

Key Requirements

  • •2+ years of experience in customer service, technical support, or a related customer-facing role.
  • •Strong technical aptitude along with exceptional written and verbal communication skills.
  • •Empathetic, customer-first mindset with a demonstrated commitment to advocating for customers.
  • •Ability to prioritize effectively, manage competing requests, and escalate issues with sound judgment.
  • •Basic familiarity with Service Cloud or another customer service/support platform.
Experience:2+ years
Skills:CommunicationEmpathyProblem-solvingPrioritizationCross-functional collaboration
Tech Stack:Service Cloud

Company Brief

Ironclad
Provides a contract lifecycle management platform that automates contract creation, negotiation, approval, and analytics for legal and business teams. Integrates with enterprise systems to streamline contracting workflows and reduce legal bottlenecks.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2014
WebsiteLinkedIn