Technical Support Engineer, Ironclad
EMEA
Enterprise software for managing contracts
Be an early applicant
Enterprise software for managing contracts
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- We’re looking for a customer-focused, creative, and collaborative team member who takes ownership, moves with urgency, and continuously looks for ways to improve the support experience
- 2+ years of experience in customer service, technical support, or a related customer-facing role
- Strong technical aptitude and exceptional written and verbal communication skills
- An empathetic, customer first mindset with a demonstrated commitment to advocating for customers
- The ability to prioritise effectively, manage competing requests, and escalate issues with sound judgment
- Excellent troubleshooting, analytical, and problem-solving skills
- A proven ability and enthusiasm for working cross-functionally
- A collaborative, team- and goal-oriented approach, with a focus on high-quality execution, strong ownership, and low ego
- Basic familiarity with Service Cloud or another customer service or support platform
- The unrestricted right to work in the United Kingdom
What the job involves
- As a Technical Support Engineer, EMEA you will play a critical role in delivering an exceptional customer experience.
- You will serve as a trusted point of contact for technical support questions, using your deep product knowledge, technical aptitude, and empathy to diagnose issues and drive them to resolution.
- We are currently only considering candidates based in and around London. As this is a hybrid role, office attendance is required at least twice a week for collaboration and connection. There may be additional in-office days for team or company events
- Provide responsive, thoughtful, and high quality technical support to new and existing customers through email, chat and phone
- Investigate, troubleshoot, replicate, and resolve product issues and answer How-To questions
- Partner cross functionally with Account Executives and other internal teams to create a seamless post deployment customer experience
- Identify recurring customer questions and knowledge gaps, then partner with Technical Writers to improve Help Center content and other support resources
- Translate customer feedback and support trends into actionable insights that inform product improvements, roadmap decisions, and the broader customer experience
- Deliver a proactive, white glove support experience by anticipating customers’ likely follow up questions, identifying potential downstream issues, and providing clear guidance, relevant context, and defined next steps
- Identify opportunities to improve support workflows, triage practices, and the process for evaluating product feedback and enhancement requests
- Use AI thoughtfully to streamline support processes, improve response quality, and reduce ticket handle time while maintaining a high standard of customer care
Salary benchmarks
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. Its platform features collaborative tools that facilitate business operations and extract and catalogue 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 $3.68 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 $13 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: $334.3m
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
Chinatown, San Francisco, CA
Leadership
Cai GoGwilt
(Co-Founder & Board Member)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
(Co-Founder & Board Member)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
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