Technical Escalations Agent

clio; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Clio, a global leader in legal AI technology, is seeking a Technical Escalations Agent to join our Dublin hub and support EMEA. This role centers on resolving complex technical issues, bridging Support, Customer Success, and Product, and driving reliability improvements across our SaaS environment.

You’ll coach frontline teams and own high-impact escalations in fast-moving situations. This highly autonomous position requires deep troubleshooting, collaboration across departments, and a

Qualifications

• Experience with backend monitoring, observability, and diagnostics tools such as ELK/OpenSearch, BugSnag, and DataDog.
• Strong API troubleshooting experience.
• Proficiency in programming languages (Python or Ruby) to troubleshoot application logic.
• Experience building web applications and working with Microsoft 365 Admin.
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Provide product and troubleshooting expertise to Support, Customer Success, and beyond to resolve customer issues.
• Coach and mentor support agents to improve client service.
• Manage escalated issues from customers via phone and email with a focus on effortless customer experience while systematically troubleshooting.
• Improve communication between Customer Success and Product regarding customer issues, and advocate for customers.
• Build strong relationships with Product Managers and Developers and serve as a liaison during emergencies.
• Contribute to knowledge base and run internal training sessions to simplify complex topics.
• Support delivery improvements across the department and participate in cross-functional projects.

Skills

Backend monitoring

Observability tools

API troubleshooting

Python

Ruby

Web applications

Microsoft 365 Admin

Communication skills

AI tools

Tools

ELK/OpenSearch

BugSnag

DataDog

Job description

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:

Technical Escalations Agent

Clio is more than just a tech company-we 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. You'll 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. You're 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 it's needed, even if that's 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 you’ll 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 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-p