Technical Escalations Lead (EMEA) – SaaS AI

Themis Solutions (Ireland) Limited; Dublin; Hybrid; EUR 49,000 - 67,000; Full time

Benefits offered by this job

Health benefits and dental coverage

Hybrid work environment

Flexible time off

Pension contribution

Clioversary recognition program

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

Observability tools

API Troubleshooting

Programming (Python,Ruby)

Web application troubleshooting

M365 Admin

Strong communication

AI tools

Tools

ELK/OpenSearch

BugSnag

DataDog

Job description

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.