Technical Escalations Agent

Clio is the global leader in legal AI technology empowering legal professionals and law firms of every size to work smarter faster and more securely.

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Technical Escalations Agent

Clio is more than just a tech companywe are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking a Technical Escalations Agent to join our growing Customer Support team at Clio. This role will be based in our Dublin hub and will support coverage across EMEA as the Technical Escalations team expands its office hours. Note: you will have a set schedule with start and end times falling within these regional coverage hours.

Role Overview

As a Technical Escalations Agent you will play a critical role in supporting our customers and internal teams by resolving complex technical issues and acting as a bridge between Support Customer Success and Product.

This role sits at the intersection of customer experience and technical problem-solving. You will lead the investigation of high-impact escalations analyze system behavior across our SaaS environment and help identify root causes that improve product reliability and customer outcomes. Youll also coach frontline teams strengthen internal troubleshooting capabilities and contribute to continuous improvement across our support processes.

This is a highly autonomous role suited to someone who enjoys deep technical troubleshooting cross-functional collaboration and driving clarity in fast-moving situations.

Who you are:

• An excellent contributor who takes active ownership of both personal and team goals & KPI targets

• Someone with a demonstrated ability to thrive in a high autonomy high accountability environment. Youre always one to hold yourself and others accountable for successes and failures.

• A solid team team player who will always step in to help out wherever its needed even if thats not covered in this job description

• A committed coach & radically candid communicator who can collaborate effectively with Clions in all roles levels and departments

• A self-driven growth-minded individual with a demonstrated track record of taking initiative to grow your skills and learn new tech stacks.

• Comfortable handling time-sensitive and emotionally charged customer escalations with confidence and empathy;

• A rational and critical thinker who seeks solutions to problems by seeking and alleviating root causes;

• An empathetic and humble team player who leads by example;

• You should have:

• Experience with backend monitoring observability and diagnostics tools such as ELK or OpenSearch logs BugSnag and DataDog

• Strong experience troubleshooting API.

• Proficiency in one or more programming languages (e.g. Python Ruby) to troubleshoot application logic and review code

• Experience with building web applications

• Experience troubleshooting Microsoft products and working with M365 Admin

• Strong communication skills and the desire to build high functioning relationships across Support Customer Success and the entire business;

• Demonstrated ability to provide effortless support & excellent troubleshooting for a technical Saas product.

• Proficient in AI and has a track record for building AI tools.

Serious bonus points if you:

• Launched code changes in your product or bug fixes

• Built internal tools adopted by your team

What youll be doing:

• Provide consultation to Support Customer Success team members and beyond offering product and troubleshooting expertise to assist them with resolving customer issues;

• Serve as a coach to help our support agents better serve our clients;

• Manage escalated issues from customers over phone and email with an eye to making the customer experience as effortless as possible while methodically troubleshooting their problems.

• Support and improve communication between the Customer Success and Product organizations in regards to customer issues and serve as a strong customer advocate.

• Cultivate and maintain positive professional relationships with Product Managers and Developers;

• During emergencies serve as liaison between Support and Product to convey key updates.

• Assist in ensuring complex subjects are accessible to other Clio team members as well as customers by adding to our knowledge base and running training sessions internally as needed.

• Contribute to personal and group projects to improve delivery and processes across the department.

• Other tasks and duties assigned by Customer Support leadership as required.

What you will find here:

Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive equitable salary with top-tier health benefits and dental coverage

• Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto Dublin and Sydney) to be in office minimum twice per week.

• Flexible time off policy

• Pension contribution

• Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years

Diversity Inclusion Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.

Learn more about our culture at a Human and High Performing AI company meaning we use artificial intelligence to improve all of our recruitment AI helps us streamline the process for greater efficiency. However weve built our systems to ensure that a human always reviews AI-generated output and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @ email addresses.