Support & Implementation Technician, Cloud Communications

Clio; Deutschland; Hybrid; EUR 69.000 - 94.000; Vollzeit

Benefits dieser Stelle

Health benefits

Hybrid work

20 days off

EAP benefits

401k matching

Clioversary

Zusammenfassung

Clio is seeking a Support & Implementation Technician, Cloud Communications to join our Customer Success team in Canada or the United States. You will help stand up and troubleshoot voice, messaging, and email integrations, provisioning desk phones and softphones, and guiding customers through on-boarding.

Ideal candidates are strong troubleshooters with a customer-facing mindset, comfort with live diagnostics, and the ability to document fixes for our knowledge base.

Qualifikationen

• Strong problem-solving skills with clear written communication.
• Solid knowledge of VoIP/SIP fundamentals and call setup.
• Experience diagnosing issues across device, network, and account layers.
• Ability to document fixes for a knowledge base and train others.

Aufgaben

• Troubleshot VoIP issues including registration, one-way audio, and call quality.
• Ask structured questions to triage device, network, account, or product level.
• Configure call flows: forwarding, IVR, ring groups, and QoS routing.
• Provision devices, manage MAC registrations, and user/extension assignments.
• Handle numbers, porting, 10DLC registration, and messaging compliance.
• Onboard and implement for new firms and migrate from prior systems.
• Provide remote-first support and coordinate with customers' IT/ MSP.
• Document fixes in the knowledge base and escalate when needed.
• Lead cross-functional VoIP initiatives and mentor teammates.
• Manage escalations with minimal senior support.

Kenntnisse

VoIP basics

SIP knowledge

Networking basics

Customer-facing

Documentation

Troubleshooting

PBX provisioning

Time management

Remote diagnosis

Support via chat

Tools

Yealink/Polycom phones

Ticketing system

Jobbeschreibung

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.

Summary:

Who you are:

We are currently seeking a Support & Implementation Technician, Cloud Communications to join our Customer Success team in Canada or the United States. We're building a brand-new team supporting & implementing the Voice & Messaging pillar of Clio's Unified Communications initiative, which will bring voice, messaging, and email into a single, consistent experience across the Clio product suite. This individual will support the provisioning, configuring, conduct onboarding and troubleshooting remotely, while also owning existing case/ticket work, such as account pre-configuration and LSA applications.

You're a high-output problem solver who's comfortable sitting between customer needs and technical detail. You need sharp troubleshooting instincts, patience with non-technical users, and the judgment to know when to solve something yourself versus loop in a specialist.

What you'll do:

• VoIP/SIP troubleshooting: registration failures, one-way/no audio, jitter, packet loss, call quality
• Ask structured diagnostic questions to isolate whether an issue is device, network, account, user, or Clio-product level, as well as looping in the right team when it's beyond your scope
• Call-flow configuration: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail and greetings.
• Provisioning and device management. Desk phones and softphones, MAC registration, user and extension assignment and reassignment.
• Numbers, porting, and messaging compliance: number/caller ID assignment, port orders (LOAs, rejections), 10DLC registration for SMS.
• Onboarding and implementation: stand up new firms' phone systems, migrate from prior systems, train customers on use.
• Remote-first support: diagnose remotely; coordinate with the customer's IT or MSP for anything physical (routers, firewalls, cabling)
• Document fixes into the knowledge base; know when to elevate to engineering
• Account Pre-Configuration: complete pre-configuration setups for new Grow/Manage accounts
• Local Services Ads (LSA): process LSA applications and troubleshoot LSA account issues/errors
• Coach team members on best practices and product/technical limitations
• Contribute to and lead projects, including cross-functional VoIP-related initiatives
• Handle escalations with minimal TL support, including technical escalations related to VoIP
• Other duties as required

What you should have:

• A positive attitude and team player mentality
• Strong attention to detail and ability to focus for prolonged periods
• A self-motivator with a knack for repetitive administrative tasks
• Knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup
• Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics: enough to diagnose and direct a fix, not necessarily to build a network
• Comfort with PBX/telephony configuration: routing, menus, ring groups, voicemail
• Understanding of Desk phone and softphone provisioning (Yealink/Polycom)
• Customer-facing troubleshooting with non-technical users via clear writing and documentation habits
• Comfort running/analyzing carrier processes (porting, 10DLC registration)
• Excellent organizational and time management skills. You are comfortable juggling multiple open tickets or cases, and shifting priorities under time-sensitive expectations
• Composure under pressure with frustrated customers
• Comfortable troubleshooting live with a customer on a call (video/voice), not just async via email, chat.
• Comfortable working in an AI-assisted environment
• Available to be flexible with their work hours to support high volume peaks if needed.
• Comfortable working in a fast-paced, evolving environment: this role's scope will change over time.

Serious bonus points if you have:

• Prior MSP, VoIP, or telecom help-desk background (strong preference with US telecom)
• Log or packet-capture reading, light scripting
• Kazoo PBX platform experience
• Experience or knowledge in legal documentation and legal practice areas
• 2+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role
• Interest in joining a dynamic, high growth, and fast-moving SaaS company.

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, dental, and vision insurance
• 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, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $80,400 to $108,800 USD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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.