Technical Escalations Agent
Themis Solutions (Ireland) Limited
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Benefits offered by this job
Job summary
Clio, based in Dublin, is seeking a Technical Escalations Agent to join the Customer Support team. The role focuses on resolving complex technical issues and coordinating between Support, Customer Success, and Product.
You will investigate high-impact escalations, analyze SaaS behavior, and help improve product reliability while coaching frontline teams and expanding internal troubleshooting capabilities.
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
Tools
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.
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.
- 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;
- 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
- 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.
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
The expected salary range for this role is €49,300 to €66,900 EUR. 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.
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 are 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.
We only communicate with candidates through official @clio.com email addresses.
Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges.
Join Clio and help define the future of legal work through AI. Learn more at clio.com/careers.
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