Senior Technical Support Engineer

Job Description

As a Senior Technical Support Engineer, you will: - Act as the main point of contact for complicated support issues during EMEA hours. - Troubleshoot advanced product, integration, and workflow problems across Ironclad and linked systems. - Investigate, replicate, document, and escalate bugs with Engineering partners. - Develop extensive knowledge in a product area and become a subject matter expert in that field. - Collaborate with Customer Support Managers, Sales, and Engineering to resolve customer concerns and improve results. - Maintain strong ticket hygiene, queue coverage, and handoff quality throughout the region. - Review work, support quality, and improve 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 inform product improvements and support workflows.

Qualifications

1. Proven experience in a senior customer-facing technical support role. 2. Solid B2B SaaS troubleshooting skills. 3. Expertise handling escalations and resolving high-priority customer issues. 4. Excellent written and verbal communication abilities, with the capacity to de-escalate issues and foster customer trust. 5. Proficient technical knowledge of APIs, SQL, Salesforce, integrations, and related systems. 6. Experience collaborating with Engineering on bug investigation and resolution. 7. Strong judgment in prioritization and escalation management. 8. A customer-first attitude, strong ownership, and a sense of urgency. 9. Comfortable working cross-functionally and autonomously in a fast-paced setting.

Benefits

- Comprehensive Private Medical & Dental insurance, fully covered for you and your dependents. - Life assurance and Income Protection for financial security. - Generous leave policies, including parental leave, medical leave, and compassionate leave for work-life balance. - Family-forming support via Maven for you and your partner. - Monthly stipends for wellbeing, hybrid work setup, and phone use (if applicable). - Standard pension contribution scheme to support your retirement goals. - Frequent team events to foster connections, recharge, and have fun. - The chance to contribute to shaping the company culture and work environment.