Customer Centric Engineer
Location: Mexico City
About us
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, Mastercard, OpenAI, 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’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.
About the Role:
The Customer-centric Engineer will be focused on 2 main responsibilities: 1) Assist cross-functional product team(s) to triage, debug, and solve for incoming customer support issues, and 2) identify trends or recurring issues and work on long-term solutions to reduce the overall support burden for the team.
What you’ll be doing:
- Utilizing your database, web API, and UI skills to solve critical customer technical escalations from our Technical Support organization
- Digging deep into the code to investigate and debug issues utilizing top-notch troubleshooting techniques, as well as tools and systems available within the Engineering organization
- Identifying trends and root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams
- Providing timely information to customer facing teams to improve overall customer satisfaction
- Building domain knowledge and product expertise of the Ironclad platform and product offerings
- Mentoring Technical Support on technical issues and best practices
- Building relationships with teams across Support and Engineering as a technical expert
- Championing Support and debug initiatives and tooling for better enablement for Support and our customers
Skills & Experience:
- Developer-level technical skills along with a strong desire to interact with customers, support engineers and management on high-profile issues critical to the long-term success of the company
- 2+ years of experience in an engineering, technical support, or related role
- Proficient with 1-2 years of experience with TypeScript/JavaScript
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, and comfort interacting with all levels of management
- Curiosity, passion, integrity and outstanding attention to detail in professional and personal pursuits
What We Offer
- Collaborative and innovative work environment.
- Flex PTO for any reason, including sick days (no specified limits), flexible work schedule.
- Personal laptop.
- Health and wellness package.
