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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B SaaStroubleshootingAPIsSQLSalesforceintegrationsbug investigationescalation managementtechnical supportworkflow issues
Soft Skills
written communicationverbal communicationde-escalationtrust buildingjudgmentprioritizationownershipsense of urgencycross-functional collaborationindependence