Technical Escalations Engineer — SaaS & AI Solutions

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, 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