At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues with empathy and expertise.
- Company: Join a dynamic tech company focused on exceptional customer experiences.
- Benefits: Enjoy flexible vacation, health insurance, and wellness reimbursement.
- Other info: Hybrid role based in London with great opportunities for collaboration and growth.
- Why this job: Make a real difference by enhancing customer satisfaction and driving product improvements.
- Qualifications: 2+ years in customer service or technical support with strong problem-solving skills.
The predicted salary is between 40500 - 49500 £ per year.
As a Technical Support Engineer, EMEA you will play a critical role in delivering an exceptional customer experience. You will serve as a trusted point of contact for technical support questions, using your deep product knowledge, technical aptitude, and empathy to diagnose issues and drive them to resolution. We are currently only considering candidates based in and around London. As this is a hybrid role, office attendance is required at least twice a week for collaboration and connection. There may be additional in-office days for team or company events.
Responsibilities:
- Provide responsive, thoughtful, and high quality technical support to new and existing customers through email, chat and phone.
- Investigate, troubleshoot, replicate, and resolve product issues and answer How-To questions.
- Partner cross functionally with Account Executives and other internal teams to create a seamless post deployment customer experience.
- Identify recurring customer questions and knowledge gaps, then partner with Technical Writers to improve Help Center content and other support resources.
- Translate customer feedback and support trends into actionable insights that inform product improvements, roadmap decisions, and the broader customer experience.
- Deliver a proactive, white glove support experience by anticipating customers’ likely follow up questions, identifying potential downstream issues, and providing clear guidance, relevant context, and defined next steps.
- Identify opportunities to improve support workflows, triage practices, and the process for evaluating product feedback and enhancement requests.
- Use AI thoughtfully to streamline support processes, improve response quality, and reduce ticket handle time while maintaining a high standard of customer care.
Benefits:
- Dental and vision insurance.
- 401K.
- Wellness reimbursement.
- Flexible vacation policy.
- Generous parental leave for both primary and secondary caregivers.
- Work from home opportunities.
- Health insurance.
We’re looking for a customer-focused, creative, and collaborative team member who takes ownership, moves with urgency, and continuously looks for ways to improve the support experience. An empathetic, customer first mindset with a demonstrated commitment to advocating for customers. The ability to prioritise effectively, manage competing requests, and escape issues with sound judgment. Strong technical aptitude and exceptional written and verbal communication skills. A proven ability and enthusiasm for working cross-functionally. The unrestricted right to work in the United Kingdom. 2+ years of experience in customer service, technical support, or a related customer-facing role. Excellent troubleshooting, analytical, and problem-solving skills. A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego. Basic familiarity with Service Cloud or another customer service or support platform.
Technical Support Engineer (EMEA) in London employer: Ironclad
Ironclad is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. With comprehensive benefits including private medical insurance, generous leave policies, and a strong focus on employee wellbeing, Ironclad empowers its team members to thrive both personally and professionally. As a Technical Adoption Architect, you'll have the unique opportunity to drive meaningful change for customers while being part of a company consistently recognised as a leader in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (EMEA) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ironclad. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ironclad before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer (EMEA) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ironclad:Your cover letter is your chance to shine! Tell us why you want to work at Ironclad specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ironclad!
How to prepare for a job interview at Ironclad
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
