Technical Support Engineer Job at Ironclad (New York City)

Technical Support Engineer

Ironclad

Location:
United States , New York City

Category:
IT - Administration

Contract Type:
Not provided

Salary:

99000.00 - 124000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

What we offer:

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
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
The opportunity to help build the company you want to work at
Offers Equity

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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