Ironclad

Technical Support Engineer

Ironclad

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $99,000 - $124,000 per year

About the role

  • Provide responsive and exceptional support to new and existing customers via email and phone.
  • Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering.
  • Work cross-functionally with Customer Success Managers and Legal Engineers to create an exceptional post-deployment customer experience.
  • Identify and author knowledge base articles for product features and FAQ's and how-to.
  • Leverage your customer interactions to help improve product roadmap and customer experience.
  • Develop and document best practices for support process improvements and triaging of product feedback and enhancements.

Requirements

  • 2+ years of experience in a customer service and/or technical support role.
  • Strong technical aptitude and exceptional communication skills (written and verbal).
  • An empathetic mindset with the drive to advocate for our customers.
  • Ability to appropriately prioritize and escalate customer issues.
  • Excellent troubleshooting and deep analytical skills.
  • Experience and desire to work cross-functionally.
  • Team and goal-oriented. High output; low ego.
  • Live chat experience.
  • Basic knowledge of ServiceCloud or other customer service software.
Benefits
  • 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
  • Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
  • 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)
  • Regular team events to connect, recharge, and have fun
  • And most importantly: the opportunity to help build the company you want to work at
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinganalytical skillstechnical supportcustomer service
Soft Skills
communication skillsempathetic mindsetprioritizationescalationteam-orientedgoal-oriented