Senior Technical Support Engineer (EMEA)

TL;DR

Senior Technical Support Engineer (EMEA): Serve as primary escalation point for complex technical issues in AI contracting platform with an accent on troubleshooting product integrations, workflows, and connected systems. Focus on investigating bugs, partnering with Engineering for resolutions, building deep product expertise, and improving support processes.

Location: Remote with preference for candidates based in England near London or elsewhere in the UK; must have unrestricted right to work in the United Kingdom

Company

Leading AI contracting platform that transforms agreements into assets, trusted by organizations like Rivian, WHO, and Associated Press.

What you will do

• Serve as primary escalation point for complex support issues during EMEA business hours
• Troubleshoot advanced product, integration, and workflow issues
• Investigate, replicate, document, and escalate bugs to Engineering
• Build deep expertise in a product pillar and act as subject matter expert
• Partner cross-functionally with Support, Sales, and Engineering to resolve issues
• Maintain ticket hygiene, queue coverage, and uplevel teammates in EMEA
• Create and improve documentation and support processes
• Use feedback to inform product improvements

Requirements

• Must have unrestricted right to work in the United Kingdom
• Experience in senior customer-facing technical support role
• Strong B2B SaaS troubleshooting experience
• Experience handling escalations and high-priority issues
• Strong communication skills to de-escalate and build customer trust
• Technical depth in APIs, SQL, Salesforce, integrations
• Experience partnering with Engineering on bugs
• Customer-first mindset with ownership and urgency

Nice to have

• Salesforce certification
• Zendesk or Service Cloud experience
• Queue management and support KPIs experience
• Team lead or mentorship experience
• White-glove or high-touch support experience
• Third-party integrations troubleshooting

Culture & Benefits

• Private medical & dental insurance 100% covered for you and dependents
• Life assurance and income protection
• Generous leave policies including parental, medical, and compassionate leave
• Family-forming support through Maven
• Monthly stipends for wellbeing, hybrid work, and phone
• Standard pension contribution
• Regular team events