Senior Technical Support Engineer, EMEA

New

IroncladAI contracting platform

England and close to London, but we are open to the right person elsewhere in the UK.Full-TimeSenior

Salary not disclosed

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Job Details

Experience in a senior customer-facing technical support role
Strong B2B SaaS troubleshooting experience
Experience handling escalations and working through high-priority customer issues
Strong written and verbal communication skills
Ability to de-escalate issues and build trust with customers
Technical depth across APIs
Technical depth across SQL
Technical depth across Salesforce
Technical depth across integrations or related systems
Experience partnering with Engineering on bug investigation and resolution
Strong judgment on prioritization and escalation management
Customer-first mindset
Strong ownership and sense of urgency
Comfort working cross-functionally and operating independently in a fast-paced environment

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

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