Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
April 17, 2026
Full Job Description
đź“‹ Description
- • Senior Technical Support Engineer for EMEA region, serving as the primary escalation point for complex technical issues during regional business hours and acting as a senior point of contact for Ironclad customers.
- • Day-to-day responsibilities include troubleshooting advanced product, integration, and workflow issues; investigating and replicating bugs; driving escalations with Engineering; building deep expertise in a product pillar; maintaining ticket hygiene and queue coverage; reviewing and upleveling teammate performance; creating internal and external documentation; and using customer feedback to inform product and support improvements.
- • Ironclad is a leading AI contracting platform trusted by global organizations like Rivian, WHO, and the Associated Press, recognized as a Leader in Forrester Wave and Gartner Magic Quadrant, and backed by top-tier investors including Accel, Sequoia, and Y Combinator.
- • In this role, you will gain deep product expertise, develop cross-functional collaboration skills with Engineering and Sales, influence product improvements through customer insights, and grow as a technical leader shaping support operations in EMEA.
🎯 Requirements
- • 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 ability to de-escalate and build trust
- • Technical depth across APIs, SQL, Salesforce, integrations, or related systems
- • Experience partnering with Engineering on bug investigation and resolution
🏖️ Benefits
- • Private Medical & Dental insurance, covered at 100% for employee and dependents
- • Life assurance and Income Protection
- • Generous leave policies including parental, medical, and compassionate leave
- • Family-forming support through Maven for employee and partner
- • Monthly stipends for wellbeing, hybrid work, and phone use
- • Standard pension contribution scheme
- • Regular team events to connect, recharge, and have fun
Skills & Technologies
About Ironclad Inc.
Ironclad provides cloud-based contract lifecycle management software that helps legal, procurement, sales and HR teams create, negotiate, approve, sign, store and analyze contracts. Its no-code workflow builder automates approvals, renewals, and compliance checks while integrating with CRM, e-signature and cloud storage platforms. The platform offers AI-powered clause analysis, obligation tracking and analytics dashboards that surface contract data to drive business decisions. Enterprises use Ironclad to reduce cycle times, ensure regulatory compliance and gain visibility into contract portfolios.
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