- Serve as the primary escalation point for complex support issues during EMEA hours
- Troubleshoot advanced product, integration, and workflow issues across Ironclad and connected systems
- Investigate, replicate, document, and drive bug escalation with Engineering partners
- Build deep expertise in a product pillar and become a subject matter expert in that area
- Partner cross-functionally with Customer Support Managers, Sales, and Engineering to resolve customer issues and improve outcomes
- Help maintain strong ticket hygiene, queue coverage, and handoff quality across the region
- Review work, support quality, and help uplevel teammates, contractors, and BPO coverage in EMEA
- Create and improve internal and external documentation, including knowledge base content and support process best practices
- Use customer feedback and recurring issues to help inform product improvements and support workflows
SQLSalesforceRESTful APIs