Technical Platform Expert, Support, EMEA

About This Opportunity

We are representing a confidential SaaS organization seeking a Technical Platform Expert to join their Support team in London. This customer-facing technical role combines deep product expertise with consultative support, helping enterprise clients maximize value from their platform investment following implementation.

As a Technical Platform Expert, you will serve as a trusted technical advisor to customers in their post-launch journey. You'll troubleshoot complex product issues, guide customers through advanced configurations, leverage AI-powered tools to accelerate resolutions, and collaborate cross-functionally to advocate for customer needs. This role requires both technical depth and exceptional communication skills to translate complex concepts for diverse stakeholders.

Responsibilities

• Provide post-implementation technical support to customers, driving early adoption and value realization across the EMEA region
• Troubleshoot, reproduce, and document complex product issues including AI-powered features and workflows, escalating to Engineering with clear technical context
• Leverage internal AI tools and knowledge systems to accelerate issue investigation, improve documentation, and enhance customer support quality
• Guide customers on product functionality, configuration optimization, AI capabilities, and workflow best practices
• Support customers through onboarding, adoption milestones, technical health checks, and configuration reviews with consultative guidance
• Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services teams to resolve complex issues and influence product improvements
• Translate technical concepts into customer-friendly guidance through clear communication, assessments, and recommendations
• Maintain strong understanding of the product roadmap and position upcoming capabilities to help customers envision future solutions
• Advocate internally for customer needs, ensuring product enhancements reflect real-world usage patterns

What We're Looking For

• 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (Technical Account Manager, technical consulting, technical support, or similar)
• Customer-first mindset with passion for understanding customer goals and delivering successful outcomes
• Strong technical aptitude with ability to troubleshoot complex product issues and AI-powered features
• Familiarity with generative AI concepts, large language models, prompt engineering fundamentals, and AI-assisted support workflows
• Excellent written and verbal communication skills with experience leading customer conversations and translating technical concepts for non-technical stakeholders
• Strong analytical and problem-solving skills with ability to prioritize and appropriately escalate customer issues
• Strong organizational skills with ability to manage competing priorities in fast-paced environments while maintaining high ownership
• Experience collaborating cross-functionally with Product, Engineering, Professional Services, and Sales teams
• Growth mindset with passion for continuous learning, process improvement, and leveraging AI technologies
• Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms
• Familiarity with Contract Lifecycle Management or Legal Operations is a plus

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and schedule an initial screening call to understand your background and career goals. If there's a strong mutual fit, we will submit your candidacy to our client for consideration. Please apply exclusively through Get A Job.ai and do not contact the client organization directly, as this allows us to best represent your interests throughout the process.

Pay

Compensation details will be discussed during the screening process based on experience level and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our recruitment process.