Job description

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.

Ironclad is looking for a Technical Support Manager to lead a global team of Technical Support Engineers based in APAC and EMEA regions. This team provides 24x7 support across multiple channels, including tickets, chat, and phone. As the Support Manager, you will be responsible for ensuring KPIs are attained, driving team performance, fostering career growth, and collaborating with internal teams to enhance the post-deployment customer outcomes. We’re looking for a customer-focused leader who thrives in a fast-paced environment, enjoys mentoring and developing employees, and can flex into a player role as needed.

Responsibilities:

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 and communicate effectively to leadership amongst other teams.
Familiarity with supporting enterprise customers, including escalation and incident management
Has the ability to communicate efficiently with internal executives and customer executives alike
Expertise with help desk platforms such as Zendesk, Salesforce Service Cloud, or similar

Benefits: