Technical Platform Expert, Support, EMEA

The role

This role sits within Ironclad’s Technical Platform Expert team and is focused initially on hands-on technical support. You will help customers troubleshoot product and platform issues, own cases through resolution or escalation, and build deep expertise in Ironclad. Over time, there will be opportunities to expand into more proactive, consultative work supporting customer adoption and Success.

As a Technical Platform Expert, Support, you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximise the value of the Ironclad platform. This unified role brings together the proactive, value-driving mechanics of Customer Success with deep-dive technical problem-solving. Whether your team focus is driving adoption and optimising complex configurations, or investigating and resolving advanced product issues, both work streams are dedicated to improving the customer's post-live product experience.

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Technical Platform Expert, Support, EMEA

Ironclad, London

The role

What you need

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.)
Customer-first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes.
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.
Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows.
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
Strong analytical and problem-solving skills with the ability to prioritise, investigate, and appropriately escalate customer issues.
Strong organisational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership.
Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners.
Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes.
Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms.
Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus.

UK employee benefits at Ironclad

Private Medical & Dental insurance, covered at 100% for you and dependents
Life assurance and Income Protection
Generous leave policies, including parental leave, medical leave, and compassionate leave
Family-forming support through Maven for you and your partner
Monthly stipends for wellbeing, hybrid work, and (if applicable) phone use
Standard pension contribution scheme
Regular team events to connect, recharge, and have fun
And most importantly, the opportunity to help build the company you want to work at

US Full-Time Employee Benefits at Ironclad

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off – take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at

**UK Employee-specific benefits are included on our UK job postings

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Technical Platform Expert, Support, EMEA

The role

Technical Platform Expert, Support, EMEA

The role

What you will do

What you need

UK employee benefits at Ironclad

US Full-Time Employee Benefits at Ironclad

About Ironclad

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