Ironclad
Ironclad is a leading company providing AI-powered contract management software that enables businesses to manage contracts across their entire lifecycle with greater efficiency and security. Their platform offers a comprehensive suite of tools designed for legal, sales, finance, HR, marketing, and procurement teams, integrating capabilities such as drafting, editing, negotiation, search, storage, analytics, and e-signature in one cohesive system. Ironclad's advanced AI features assist in legal drafting and research, optimizing the contract creation and management process for enterprises worldwide. They are widely recognized as a leader in the contract lifecycle management industry.
SaaS • Legal • Contract Management • Legal operations • Legal tech
Technical Support Manager
February 14
Ironclad
Ironclad is a leading company providing AI-powered contract management software that enables businesses to manage contracts across their entire lifecycle with greater efficiency and security. Their platform offers a comprehensive suite of tools designed for legal, sales, finance, HR, marketing, and procurement teams, integrating capabilities such as drafting, editing, negotiation, search, storage, analytics, and e-signature in one cohesive system. Ironclad's advanced AI features assist in legal drafting and research, optimizing the contract creation and management process for enterprises worldwide. They are widely recognized as a leader in the contract lifecycle management industry.
SaaS • Legal • Contract Management • Legal operations • Legal tech
📋 Description
• Lead and manage Technical Support Engineers based in APAC and EMEA across multiple time zones. • Oversee daily support operations, ensuring adherence to SLAs across tickets, chat, and phone support • Coach, develop, and provide feedback to team members • Analyze and track KPIs, identifying trends and opportunities for process improvement based on the data • Collaborate cross-functionally with Engineering, Product, Customer Success, and Professional Services to streamline issue resolution and enhance the customer experience • Act as the primary escalation point for complex, high-priority technical issues and incidents
🎯 Requirements
• 4+ years of experience leading a Technical Support team in a SaaS environment • Experience managing remote and globally distributed teams, particularly in APAC and EMEA regions • Strong data driven decision making skills, with proficiency in analyzing support metrics and trends • Ability to understand, troubleshoot, and communicate complex technical issues • Familiarity with supporting enterprise customers, including escalation and incident management • Ability to communicate efficiently with internal and customer executives • Expertise with help desk platforms such as Zendesk, Salesforce Service Cloud, or similar
🏖️ Benefits
• Private Medical • Dental • Vision • Monthly wellness stipend • Monthly phone allowance • One time home office set up stipend
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