# Technical Support Engineer, EMEA

**Company:** [Ironclad](https://hotfix.jobs/companies/ironclad)
**Location:** London, United Kingdom
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** Technical Support, Troubleshooting, Service Cloud, Customer Service Platforms, Problem Solving, Technical Aptitude, AI, Help Center Content
**Posted:** 2026-09-09

> Provides technical support to EMEA customers by diagnosing product issues, answering questions, and driving resolutions across email, chat, and phone. Requires at least two years of customer-facing technical support experience, strong troubleshooting and communication skills, and UK work authorization.

## Job Description

## Responsibilities
- Provide responsive, high-quality technical support to customers through email, chat, and phone.
- Investigate, troubleshoot, replicate, and resolve product issues and answer how-to questions.
- Partner with Account Executives and internal teams to deliver a seamless post-deployment customer experience.
- Identify recurring questions and knowledge gaps and collaborate with Technical Writers to improve Help Center content and support resources.
- Translate customer feedback and support trends into actionable product and customer-experience insights.
- Deliver proactive, white-glove support by anticipating follow-up questions, identifying downstream issues, and providing clear guidance and next steps.
- Improve support workflows, triage practices, and product-feedback evaluation processes.
- Use AI thoughtfully to streamline support processes and improve response quality while maintaining customer care standards.

## Requirements
- 2+ years of experience in customer service, technical support, or a related customer-facing role.
- Strong technical aptitude and excellent written and verbal communication skills.
- Empathetic, customer-first mindset and commitment to customer advocacy.
- Ability to prioritize effectively, manage competing requests, and escalate issues with sound judgment.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Ability and enthusiasm to work cross-functionally.
- Collaborative, team- and goal-oriented approach with strong ownership.
- Basic familiarity with Service Cloud or another customer service or support platform.
- Unrestricted right to work in the United Kingdom.

## Benefits
- Private medical and dental insurance covered at 100% for employees and dependents.
- Life assurance and income protection.
- Generous leave policies, including parental, medical, and compassionate leave.
- Family-forming support through Maven.
- Monthly wellbeing, hybrid-work, and applicable phone-use stipends.
- Standard pension contribution scheme.
- Regular team events.

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