Technical Platform Expert, Support, EMEA

Overview

In this role you will deliver end-to-end technical guidance and post-implementation support to help customers maximize value from the Ironclad platform. You will operate across two parallel teams focused on adoption, configuration, and advanced issue resolution, influencing product improvements through customer feedback. You’ll leverage AI tools to speed resolutions and translate complex concepts for stakeholders. You will collaborate with Product and Engineering to advocate for customers and prepare them for future capabilities. This is a hands-on, cross-functional role that combines success-driven guidance with technical problem-solving to shape customers’ post-live experiences.

Pay / Benefits

• Private Medical & Dental insurance
• Life assurance and Income Protection
• Generous leave policies including parental, medical, and compassionate leave
• Monthly stipends for wellbeing, hybrid work, and phone use
• Standard pension contribution scheme
• Regular team events

Responsibilities

• Provide post-hypercare support to customers after initial implementation to drive adoption and value realization
• Deliver high-quality post-hypercare technical support to new and existing customers
• Leverage internal AI tools and knowledge systems to accelerate issue investigation and improve documentation
• Troubleshoot and document complex product issues, including AI-powered features, escalating bugs with context to Engineering
• Advise customers on product functionality, configuration, AI capabilities, workflows, and best practices
• Support onboarding, product adoption, health checks, and configuration reviews with consultative guidance
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve issues and influence improvements
• Translate technical concepts for non-technical stakeholders and provide clear assessments and recommendations
• Advocate for customer needs internally to ensure product enhancements reflect real-world use
• Maintain understanding of the product roadmap and position upcoming capabilities for future adoption

Key requirements

• 3+ years in a customer-facing, product-oriented role at a B2B SaaS company
• Customer-first mindset with ability to advocate for customer goals and outcomes
• Strong technical aptitude to troubleshoot complex issues and translate concepts clearly
• Familiarity with generative AI, LLMs, prompt engineering, and AI-assisted support workflows
• Excellent written and verbal communication with experience leading customer conversations
• Ability to translate technical concepts for non-technical stakeholders and provide clear assessments
• Strong analytical and problem-solving skills with prioritization and escalation capability
• Strong organizational skills to manage competing priorities in a fast-paced environment
• Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales
• Growth mindset and interest in AI/ emerging tech to improve productivity and outcomes
• Experience with Salesforce Service Cloud, Zendesk, or similar platforms
• Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus

• Customer-centric mindset
• Strong communication
• Collaborative cross-functional work
• AI-powered support workflows
• Generative AI concepts
• Large language models (LLMs)

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