Technical Support Engineer

Ironclad is the #1 contract lifecycle management platform for innovative companies.  Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L’Oréal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It’s the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA. 

Ironclad is writing the narrative that shows how beautiful and functional contracting will change business. We’re a leader in the Forrester Wave for Contract Lifecycle Management. We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by Glassdoor's Best Places to Work 2023, Forbes’ 50 Most Promising AI Companies, Wing Venture Capital's Enterprise Tech 30, and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture.  We’re backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit www.ironcladapp.com or follow us on LinkedIn and Twitter.

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.

The ideal candidate must be willing to work 9am to 6pm PST (Pacific Standard Time) hours.

• 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.

• 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.

Benefits:

• Health, dental, and vision insurance

• 401k

• Wellness reimbursement

• Take what you need vacation policy

• Generous parental leave for both primary and secondary caregivers

Base Salary Range: $100,000 - $120,000

The base salary range represents the minimum and maximum of the salary range for this position based at our San Francisco headquarters. The actual base salary offered for this position will depend on numerous factors, including individual proficiency, anticipated performance, and the location of the selected candidate. Our base salary is just one component of Ironclad’s competitive total rewards package, which also includes equity awards (a new hire grant, along with opportunities for additional awards throughout your tenure), competitive health and wellness benefits, and a commitment to career growth and development.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.