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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve complex customer issues.
- Company: Join Ironclad, a leader in contract management with a vibrant team culture.
- Benefits: Enjoy private medical insurance, generous leave policies, and monthly wellbeing stipends.
- Other info: Be part of a dynamic team with opportunities for professional growth and development.
- Why this job: Make a real impact in a fast-paced environment while growing your technical expertise.
- Qualifications: Experience in technical support, strong communication skills, and a customer-first mindset.
The predicted salary is between 50000 - 65000 ÂŁ per year.
Customer Support @ Ironclad
Our Customer Support team is at the center of our mission to power the world’s contracts. Working cross-functionally, and with our customers, this team ensures we’re building a product legal teams love. Technical Support Engineers are primarily responsible for customer support/satisfaction and will be the point of contact for all technical support questions from Ironclad customers. You would be expected to have deep product knowledge and empathy to drive problem resolution with our customers. We’re looking for a team player who is customer‑centric, creative and acts with a sense of urgency and ownership.
The role
We’re hiring a Senior Technical Support Engineer to support our EMEA customers and serve as a senior point of contact during regional business hours. This role is critical to maintaining high‑quality support coverage in EMEA and will act as the main escalation point for urgent or complex technical issues. This person will bring deep troubleshooting experience, strong customer instincts, and the ability to work across teams to get issues resolved. You’ll partner closely with Engineering, Customer Support, Sales, and other internal teams to move cases forward, manage escalations, and improve the overall support experience. We have a preference for candidates based in England and close to London, but we are open to the right person elsewhere in the UK.
What You Will Do
- 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
What We’re Looking For
- 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, with the ability to de‑escalate issues and build trust with customers
- Technical depth across APIs, SQL, Salesforce, integrations, or related systems
- Experience partnering with Engineering on bug investigation and resolution
- Strong judgment on prioritization and escalation management
- A customer‑first mindset, strong ownership, and a sense of urgency
- Comfort working cross‑functionally and operating independently in a fast‑paced environment
Nice to Have
- Salesforce certification
- Zendesk or Service Cloud experience
- Experience with queue management and support KPIs
- Team lead or informal mentorship experience
- White‑glove or high‑touch customer support experience
- Experience supporting third‑party integrations and platform troubleshooting
Why this role
This is a strong opportunity for someone who wants meaningful ownership, visibility, and growth in technical support. You’ll be a key senior presence for EMEA, partner closely with Engineering, and have the chance to build deep expertise in a product area while helping shape how support scales in the region.
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
Candidates must have the unrestricted right to work in the United Kingdom. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Senior Technical Support Engineer, EMEA employer: Ironclad
Contact Detail:
Ironclad Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer, EMEA
✨Tip Number 1
Get to know the company inside out! Research Ironclad's products, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common technical support scenarios. Think about how you'd handle complex issues and escalations. Being ready to demonstrate your problem-solving skills will set you apart.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Senior Technical Support Engineer, EMEA
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. We want to see your experience with APIs, SQL, and any relevant tools you've used. This is your chance to show us how you can troubleshoot like a pro!
Emphasise Customer-Centric Mindset: We love candidates who put customers first! Share examples of how you've handled complex customer issues and built trust. Let us know how you’ve gone the extra mile to ensure customer satisfaction.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences that match our job description. Show us why you’re the perfect fit for the Senior Technical Support Engineer role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Ironclad
✨Know Your Stuff
Make sure you have a deep understanding of Ironclad's products and services. Familiarise yourself with common technical issues and solutions, especially around APIs, SQL, and integrations. This will help you demonstrate your expertise during the interview.
✨Show Your Customer-Centric Side
Prepare examples that showcase your customer-first mindset. Think about times when you've gone above and beyond to resolve a customer's issue or how you've handled escalations. This will highlight your empathy and problem-solving skills.
✨Practice Cross-Functional Collaboration
Since this role involves working closely with various teams, be ready to discuss your experience collaborating with Engineering, Sales, and Customer Support. Share specific instances where teamwork led to successful outcomes, as this will show you're a team player.
✨Communicate Clearly
Strong communication skills are key for this position. Practice articulating complex technical concepts in simple terms. You might even want to do a mock interview with a friend to refine your ability to de-escalate issues and build trust with customers.