Technical Support Engineer, Ironclad
$105-125k
+ Equity
More information about location
2+ days a week in office
Enterprise software for managing contracts
Posted today
Enterprise software for managing contracts
501-1000 employees
Posted today
$105-125k
+ Equity
More information about location
2+ days a week in office
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- You would be expected to have deep product knowledge and empathy 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
- 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
What the job involves
- Our Customer Success team is at the center of our mission to power the world’s contracts
- 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 point of contact for all technical support questions from Ironclad customers
- 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
Our take
Business contracting is often inefficient and messy, with approvals required from various stakeholders and many processes still paper-based. Ironclad is a platform that digitises, automates, and streamlines contract workflows, allowing legal teams to focus on legal work rather than paperwork. Ironclad’s platform features collaborative tools that facilitate business operations and extract and catalog contract metadata, making information easier to access and act upon. Its enterprise customers include Dropbox, Mastercard, Pixar, Fox, and L’Oréal.
Despite its success, Ironclad faces competition in the $3 billion contract lifecycle management industry from major players like DocuSign and emerging ones like Contractbook. The company recently announced Ironclad Signature, marking its entry into the $25 billion eSignature market. The new feature speeds up the signature process by an estimated 80% and provides summaries and approval histories to users. This new tool is expected to strengthen Ironclad's position in the sell-side contract lifecycle management market.
Additionally, Ironclad introduced value-based pricing, charging only for completed, signed agreements, unlike other providers who charge for every signature packet sent out. Ironclad, backed by investors like Accel, Sequoia, Y Combinator, and BOND, remains committed to innovating and maintaining its leadership in the contract lifecycle management space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$150m
SERIES E
Dec 2020
$100m
SERIES D
Total funding: $334.1m
Company 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
Company HQ
South Beach, San Francisco, CA
Leadership
Cai GoGwilt
(CTO & Chief Architect)Studied HSPS at Cambridge, and Computer Science at MIT. Was a Summer Technology Analayst at Goldman Sachs. Worked as a Research Assistant at MIT. Was a Software Engineer at Palantir.
Jason Boehmig
(CEO)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
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