Technical Support Manager - Remote

Overview

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.

In Short

• 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

• Private Medical
• Dental
• Vision
• Monthly wellness stipend
• Monthly phone allowance
• One time home office set up stipend