Ironclad

Senior Technical Support Engineer

Ironclad

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

Tech Stack

SQL

About the role

  • 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

  • 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
  • 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
Applicant 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