Technical Platform Expert (Support - EMEA)

• As a Technical Platform Expert (TPE), you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximize the value of the Ironclad platform
• This unified role brings together the proactive, value-driving mechanics of Customer Success with deep-dive technical problem-solving
• Whether your team focus is driving adoption and optimizing complex configurations, or investigating and resolving advanced product issues, both workstreams are dedicated to improving the customer’s post-live product experience
• In this role, you will leverage advanced AI tools to accelerate resolutions, translate complex concepts for stakeholders, and collaborate directly with Product and Engineering to advocate for our customers
• Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realization
• Deliver high quality post-hypercare technical support to new and existing customers
• Leverage internal AI tools and knowledge systems to accelerate issue investigation, improve documentation, and enhance the customer support experience
• Troubleshoot, reproduce, and document complex product issues, including AI-powered features and workflows, escalating bugs to Engineering with clear technical context and customer impact
• Guide customers on product functionality, configuration, AI capabilities, workflow optimization, and best practices to maximize the value of the Ironclad platform
• Support customers through onboarding, product adoption, technical health checks, and configuration reviews by providing consultative guidance and identifying opportunities to improve efficiency
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve complex issues, advocate for customer needs, and influence product improvements
• Translate technical concepts for non-technical stakeholders through clear communication, technical assessments, and customer-facing recommendations
• Advocate for customer needs internally, ensuring product enhancements and process improvements reflect real-world use
• Maintain a strong understanding of the product roadmap and effectively position upcoming capabilities—helping customers envision solutions that may not yet exist today and preparing them for future adoption

Benefits

• Dental, and vision insurance
• 401K
• Wellness reimbursement
• Flexible vacation policy
• Generous parental leave for both primary and secondary caregivers
• Work from home opportunities
• Health insurance

• Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms
• Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners
• Strong analytical and problem-solving skills with the ability to prioritize, investigate, and appropriately escalate customer issues
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership
• Excellent written and verbal communication skills with experience leading customer conversations. Ability to translate technical concepts for non-technical stakeholders; ability to write clear assessments and recommendations; ability to manage sensitive customer conversations
• Customer-first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes
• Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows
• 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (e.g. Technical Account Manager, technical consulting, technical support, customer support, or another technical customer-facing role within a B2B SaaS environment.)
• Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus
• Strong technical aptitude with the ability to troubleshoot complex product issues, including AI-powered features and workflows, and translate technical concepts into clear, customer-friendly guidance
• Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes