Technical Support Engineer

Ironclad•New York, NY

About The Position

Ironclad is the leading AI contracting platform that transforms agreements into assets. Contracts move faster, insights surface instantly, and agents push work forward, all with you in control. Whether you’re buying or selling, Ironclad unifies the entire process on one intelligent platform, providing leaders with the visibility they need to stay one step ahead. That’s why the world’s most transformative organizations, from OpenAI to the World Health Organization and the Associated Press, trust Ironclad to accelerate their business. We’re consistently recognized as a leader in the industry: a Leader in the Forrester Wave and Gartner Magic Quadrant for Contract Lifecycle Management, a Fortune Great Place to Work, and one of Fast Company’s Most Innovative Workplaces. Ironclad has also been named to Forbes’ AI 50 and Business Insider’s list of Companies to Bet Your Career On. We’re backed by leading investors including Accel, Y Combinator, Sequoia, BOND, and Franklin Templeton. For more information, visit www.ironcladapp.com or follow us on LinkedIn. 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. 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.

Requirements

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.

Responsibilities

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.

Benefits

100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
Market-leading leave policies, including gender-neutral parental leave and compassionate leave
Family forming support through Maven for you and your partner
Paid time off - take the time you need, when you need it
Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
Mental health support through Modern Health, including therapy, coaching, and digital tools
Pre-tax commuter benefits (US Employees)
401(k) plan with Fidelity with employer match (US Employees)
Regular team events to connect, recharge, and have fun
And most importantly: the opportunity to help build the company you want to work at