Technical Support Engineer

January 31

Ironclad

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Ironclad is the #1 contract lifecycle management platform for innovative companies.

SaaS • Legal • Contract Management • Legal operations • Legal tech

201 - 500

Description

• 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.

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.

Benefits

• Health, dental, and vision insurance • 401k • Wellness reimbursement • Take what you need vacation policy • Generous parental leave for both primary and secondary caregivers