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.
We are currently seeking a Technical Escalations Agent to join our growing Customer Support team at Clio. This role will ideally 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.
As a Technical Escalations Agent, you will assist in supporting our customers and internal teams by resolving technical issues and learning to act as a bridge between Support, Customer Success, and Product. This is a customer facing role with an expectation that you will take ownership of technical customer escalations both live and escalated by the email queue.
This role sits at the intersection of customer experience and technical problem-solving. You will support the investigation of escalations, analyze system behavior across our SaaS environment, and assist in identifying root causes that improve product reliability and customer outcomes. You’ll also receive coaching from senior staff, learn internal troubleshooting capabilities, and support continuous improvement across our support processes. This role is suited to someone who enjoys learning technical troubleshooting, cross-functional collaboration, and developing clarity in fast-moving situations.
A motivated individual who takes ownership of personal goals and actively contributes to team goals & KPI targets.
Someone who is proactive in seeking guidance and committed to high accountability.
A solid team player who is eager to step in and help out wherever needed.
A radically candid communicator who collaborates effectively with teammates across departments.
A self-driven growth-minded individual with a passion for taking initiative to grow your skills and learn new tech stacks.
Comfortable handling time-sensitive and emotionally charged customer escalations with empathy.
A rational and critical thinker eager to learn how to identify and alleviate root causes for problems.
An empathetic team player.
Assist Support and Customer Success team members by applying product and troubleshooting knowledge to help resolve technical issues.
Receive coaching from senior agents to continuously improve troubleshooting techniques.
Be the point of contact to handle escalated issues from customers over phone, chat and email, methodically troubleshooting problems.
Support and maintain communication with the Customer Success and Product organizations in regards to customer issues, and serve as a customer advocate.
Cultivate positive professional relationships with Product Managers and Developers.
During emergencies, support the liaison efforts between Support and Product to convey key updates.
Contribute to the knowledge base to help make complex subjects accessible to other Clio team members and customers.
Participate in team projects to improve delivery and processes across the department.
Other tasks and duties assigned by Customer Support leadership, as required.
A foundational understanding of backend monitoring, observability, and diagnostics concepts.
Basic familiarity with API concepts and troubleshooting.
Familiarity with web application fundamentals.
Experience troubleshooting Microsoft products, preferably with exposure to M365 Admin.
Strong communication skills and a desire to build professional relationships across Support, Customer Success, and the entire business.
An enthusiasm for providing effortless support and developing excellent troubleshooting skills for a technical Saas product.
Have personal projects showcasing coding or technical troubleshooting skills.
Have experience documenting technical procedures or knowledge base articles.
Exposure to or basic knowledge of a programming language (e.g., Python, Ruby).
What you will find here:
Compensation is one of the main components of Clio’s 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
The expected salary range* for this role is €40,800 to €48,100 to €55,400 EUR. There are a separate set of salary bands for other regions based on local currency.*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, 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 clio.com/careers
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've 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 @clio.com email addresses.