Technical Escalations Agent

Themis Solutions Inc.; Dublin; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Hybrid work environment

Job summary

Clio, the global leader in legal AI technology, is seeking a Technical Escalations Agent for our Dublin hub to support EMEA. You will resolve complex issues, coach frontline teams, and bridge Support, Customer Success, and Product to improve reliability and customer outcomes.

This highly autonomous role requires deep technical troubleshooting, strong communication, and ownership of escalations, with coverage across our SaaS environment and ongoing knowledge sharing.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Backend monitoring

Observability

Diagnostics tools

API troubleshooting

Programming languages (Python/Ruby)

Web applications

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 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.

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-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

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.

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;