ironcladhq - Senior Technical Support Engineer, EMEA
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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 • Salesforce certification • 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
• 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. • 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
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