Senior Technical Support Engineer, EMEA

Ironclad

About The Position

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from Rivian to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business. We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn. 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 team’s 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. 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.

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 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 Haves

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

Responsibilities

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

Benefits

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
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
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)