Enterprise SaaS Support Specialist, APAC

Clio; Vancouver, Calgary, Toronto; Hybrid; AUD 78,000 - 105,000; Full time

Benefits offered by this job

Hybrid work environment

Top-tier health benefits

20 days off per year

Clioversary recognition program

Job summary

Clio is seeking an Intermediate Customer Support Specialist to join the Enterprise Support team for APAC, focusing on Clio Operate. You will be first-line contact for enterprise customers, triaging issues, and guiding them through solutions to minimize escalations.

You’ll collaborate with product and engineering to keep customers informed and help shape service desk best practices as Clio grows its enterprise footprint across regions.

Qualifications

• 2+ years in customer support or technical support (B2B SaaS).
• Strong troubleshooting and root-cause analysis.
• Excellent written and verbal communication; explain tech clearly.
• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, Jira).
• Customer-first mindset in high-pressure situations.
• Ability to manage multiple tickets concurrently.
• Nice to have enterprise support or large deployments experience.
• Familiarity with ITIL or service desk frameworks.
• Technical skills: reading logs, basic SQL, APIs.

Responsibilities

• Build and maintain relationships with enterprise customers, providing high-level support.
• Provide timely responses and proactive updates on tickets.
• Explain technical information clearly to users at all levels.
• Manage customer expectations with empathy in complex/time-sensitive issues.
• Triage and analyze incoming tickets; escalate when needed with details.
• Prioritize tickets to meet SLAs and response times.
• Document all interactions in the ticketing system.
• Contribute to service desk best practices and process improvements.
• Share customer feedback with product/engineering to improve Operate.

Skills

Customer support

B2B SaaS

Technical troubleshooting

Communication

Ticketing systems

Organization

Team player

ITIL familiarity

Analytical mindset

Enterprise support

Tools

Zendesk

Freshdesk

ServiceNow

Jira Service Management

Job description

Clio is seeking an Intermediate Customer Support Specialist to join the Enterprise Support team for APAC, focusing on Clio Operate. You will be first-line contact for enterprise customers, triaging issues, and guiding them through solutions to minimize escalations.

You’ll collaborate with product and engineering to keep customers informed and help shape service desk best practices as Clio grows its enterprise footprint across regions.