Technical Escalations Engineer — SaaS Support & AI Tools

Clio

Ireland

Hybrid

EUR 49,000 - 67,000

Full time

36 hours ago

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Benefits offered by this job

Hybrid work environment

Health benefits

Pension contribution

Clioversary recognition program

Job summary

Clio, a leading legal AI technology provider, seeks a Technical Escalations Agent in its Dublin hub. The role supports the EMEA region, bridging Support, Customer Success, and Product while handling high-impact escalations.

You will own complex technical investigations, analyze SaaS behavior, and contribute to knowledge sharing and training across teams, ensuring fast, accurate resolutions.

Qualifications

Experience with backend monitoring, observability, and diagnostics tools (ELK/OpenSearch, BugSnag, DataDog).
Strong experience troubleshooting APIs and application behavior.
Proficiency in one or more programming languages (e.g., Python, Ruby) to troubleshoot logic and review code.
Experience building web applications and working with Microsoft 365 Admin."

Responsibilities

Provide product and troubleshooting expertise to Support and Success teams to resolve issues.
Coach support agents to improve client service quality.
Manage escalated issues via phone and email, prioritizing effortless customer experience.
Improve communication between Customer Success and Product regarding customer issues.
Build relationships with Product Managers and Developers to align on fixes and roadmaps.

Skills

Backend monitoring

API troubleshooting

Programming languages

Web applications

Microsoft 365 Admin

AI tools

Communication skills

Tools

ELK/OpenSearch

BugSnag

DataDog

Job description

You will own complex technical investigations, analyze SaaS behavior, and contribute to knowledge sharing and training across teams, ensuring fast, accurate resolutions.

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