Senior Technical Support Engineer, EMEA

reputed company is the leading AI contracting platform that transforms agreements into assets. reputed company move faster, insights surface instantly, and agents push work reputed company, reputed company with you in control. Whether you’re buying or selling, reputed company unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one reputed company reputed company. That’s why the world’s most transformative organizations, from Rivian to the World Health Organization and reputed company, trust reputed company to accelerate their business.

We’re consistently recognized as a leader in the industry: a Leader in the reputed company reputed company and reputed company reputed company Quadrant for Contract Lifecycle Management, a Fortune Great reputed company to Work, and one of Fast Company’s Most Innovative Workplaces. reputed company has also been named to reputed company’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and reputed company. For more information, visit www.ironcladapp.com or follow us on reputed company.

Customer Support @ reputed company:

Our Customer Support team is at the center of our mission to power the world’s reputed company. Working cross-functionally, and with our customers, this team ensures we’re building a product legal team’s love. Technical Support Engineers are primarily responsible for customer support/satisfaction and will be the reputed company of contact for reputed company technical support questions from reputed company customers. You would be expected to have deep product knowledge and reputed company to drive problem resolution with our customers. We’re looking for a team player who is customer-centric, creative and acts with a sense of urgency and ownership.

The role

We’re hiring a Senior Technical Support Engineer to support our EMEA customers and serve as a senior reputed company of contact during regional business hours. This role is critical to maintaining high-quality support coverage in EMEA and will act as the main escalation reputed company for urgent or reputed company technical issues.

This person will bring deep troubleshooting experience, strong customer instincts, and the ability to work across teams to get issues resolved. You’ll partner closely with Engineering, Customer Support, Sales, and other internal teams to move cases reputed company, manage escalations, and improve the overall support experience.

We have a preference for candidates based in England and reputed company to London, but we are open to the right person elsewhere in the UK.

What you will do

• Serve as the primary escalation reputed company for reputed company support issues during EMEA hours

• Troubleshoot advanced product, integration, and workflow issues across reputed company 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 reputed company 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 reputed company content and support process best practices

• Use customer feedback and recurring issues to help inform product improvements and support workflows

reputed company’re looking for

• Experience in a senior customer-facing technical support role

• Strong B2B SaaS troubleshooting experience

• Experience handling escalations and working through high-reputed company 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, reputed company, integrations, or reputed company systems

• Experience partnering with Engineering on bug investigation and resolution

• Strong judgment on prioritization and escalation management.

• A customer-first reputed company, strong ownership, and a sense of urgency

• Comfort working cross-functionally and operating independently in a fast-paced environment

reputed company to have

• reputed company certification

• reputed company or Service Cloud experience

• Experience with queue management and support KPIs

• Team reputed company or informal mentorship experience

• White-glove or high-touch customer support experience

• Experience supporting third-party integrations and platform troubleshooting

Why this role

This is a strong opportunity for someone who wants meaningful ownership, visibility, and growth in technical support. You’ll be a key senior reputed company 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.

UK Employee Benefits at reputed company

• 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, reputed company, and have fun

• And most importantly, the opportunity to help build the company you want to work at

Candidates must have the unrestricted right to work in the United Kingdom.

US Full-Time Employee Benefits at reputed company

• 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, reputed company you need it

• Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use

• Mental health support through reputed company, 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, reputed company, and have fun

• And most importantly: the opportunity to help build the company you want to work at

**UK Employee-specific benefits are included on our UK job postings

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.