Technical Escalations Engineer - Hybrid (Dublin)

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

Job summary

Clio in Dublin, Ireland, is seeking a Technical Escalations Agent to join the Global Customer Support team. You will resolve complex technical issues and bridge Support, Customer Success, and Product.

This autonomous role requires deep troubleshooting, cross-functional collaboration, and the ability to coach frontline teams while improving processes across the department.

The role supports EMEA coverage with a defined schedule and offers a competitive salary with hybrid work options.

Qualifications

• Backend monitoring, observability, and diagnostics with ELK/OpenSearch, BugSnag, DataDog.
• Strong API troubleshooting and code review for application logic.
• Experience building web applications and troubleshooting Microsoft 365.

Responsibilities

• Provide consultation to Support, Customer Success, and beyond with product/troubleshooting expertise.
• Serve as a coach to help our support agents better serve clients.
• Manage escalated issues from customers via phone and email while troubleshooting to improve UX.
• Improve communication between Customer Success and Product regarding customer issues.
• Maintain relationships with Product Managers and Developers; train and share knowledge.

Skills

Backend monitoring

Observability

API troubleshooting

Python

Ruby

Web app development

Microsoft 365 Admin

AI tooling

Tools

ELK/OpenSearch

BugSnag

DataDog

M365 Admin

Job description

Clio in Dublin, Ireland, is seeking a Technical Escalations Agent to join the Global Customer Support team. You will resolve complex technical issues and bridge Support, Customer Success, and Product.

This autonomous role requires deep troubleshooting, cross-functional collaboration, and the ability to coach frontline teams while improving processes across the department.

The role supports EMEA coverage with a defined schedule and offers a competitive salary with hybrid work options.