Taking applicationsTechnical Support·Posted 8d ago
Technical Platform Expert, Support, EMEA
IroncladVerified company
London
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
London
EnglishMid level
About the role
Technical support role on Ironclad's Technical Platform Expert team, helping B2B SaaS customers troubleshoot product and AI workflow issues and adopt the platform. It is a hybrid London-based position requiring office attendance at least twice a week.
What you'll do
- Provide post-hypercare technical support to new and existing customers
- Troubleshoot, reproduce, and document complex product issues
- Guide customers on product functionality, configuration, AI capabilities, and best practices
- Support onboarding, product adoption, technical health checks, and configuration reviews
- Collaborate with Product, Engineering, Sales, and Professional Services
- Translate technical concepts for non-technical stakeholders
- Advocate for customer needs internally
- Maintain understanding of the product roadmap
What you'll need
- 3+ years in a customer-facing, product-oriented role at a B2B SaaS company
- Customer-first mindset
- Strong technical aptitude for troubleshooting complex product issues
- Familiarity with generative AI, LLMs, and prompt engineering fundamentals
- Excellent written and verbal communication skills
- Strong analytical and problem-solving skills
- Strong organisational skills
- Experience with Salesforce Service Cloud, Zendesk, or similar platforms
Skills
Technical supportTroubleshooting complex product issuesB2B SaaSAI tools and workflowsLLMs and prompt engineeringSalesforce Service CloudZendeskCustomer communication
Benefits
Health insurancePaid time offLife assurance and income protectionGenerous leave policiesFamily-forming support through MavenMonthly wellbeing and hybrid work stipendsPension schemeRegular team events
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.
Applications close on 18 November.