EMEA Technical Escalations Engineer (SaaS)

Clio; Dublin; Hybrid; EUR 49,000 - 67,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Hybrid work

Job summary

Clio is seeking a Technical Escalations Agent to join our Dublin-based Customer Support team, supporting EMEA. The role involves deep technical troubleshooting, bridging Support, Customer Success, and Product, and coaching frontline teams to handle high-impact escalations.

You will analyze system behavior, identify root causes, and contribute to continuous improvement of our SaaS platform while maintaining a high standard of customer empathy and collaboration.

Qualifications

• Experience with backend monitoring, observability, and diagnostics tools.
• Strong familiarity with ELK/OpenSearch, BugSnag, and DataDog.
• Proficiency in Python or Ruby to troubleshoot logic and review code.

Responsibilities

• Provide product and troubleshooting expertise to resolve customer issues.
• Coach support agents to improve client service quality.
• Manage escalated issues via phone and email with a focus on effortless experience.
• Improve communication between Customer Success and Product teams and act as customer advocate.
• Build internal knowledge base and run internal training sessions.

Skills

Backend monitoring

Observability tools

ELK/OpenSearch

BugSnag

DataDog

Python

Ruby

Job description

Clio is seeking a Technical Escalations Agent to join our Dublin-based Customer Support team, supporting EMEA. The role involves deep technical troubleshooting, bridging Support, Customer Success, and Product, and coaching frontline teams to handle high-impact escalations.

You will analyze system behavior, identify root causes, and contribute to continuous improvement of our SaaS platform while maintaining a high standard of customer empathy and collaboration.