Support & Implementation Technician, Cloud Communications

Themis Solutions Inc.; Northern (KY); Hybrid; USD 80,000 - 109,000; Full time

Benefits offered by this job

Health benefits

Hybrid/Remote work options

Job summary

Clio is seeking a Support & Implementation Technician to join our Customer Success team on a remote-friendly basis in the US or Canada. You will troubleshoot VoIP issues, configure call flows, provision devices, and lead onboarding for new customers.

You are a strong problem-solver with excellent written communication, able to diagnose whether issues are device, network, or account related, and escalate when needed.

Qualifications

• Knowledge of VoIP fundamentals: registration, NAT/firewall traversal, codecs.
• Strong written and verbal communication for customer interactions.
• Experience diagnosing complex network or device issues.

Responsibilities

• VoIP/SIP troubleshooting and diagnosis across voice channels.
• Configure call flows, auto-attendants, ring groups, and routing.
• Provision devices and manage desk phones/softphones.
• Handle onboarding and implementation for new customers.
• Coordinate with MSPs for remote network considerations.
• Document fixes and escalate to engineering when needed.
• Lead cross-functional VoIP-related projects.

Skills

VoIP troubleshooting

Customer-facing communication

Diagnostic questioning

Troubleshooting under pressure

Documentation & KB writing

Tools

Yealink/Polycom

Job description

Support & Implementation Technician, Cloud Communications

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 currently seeking a Support & Implementation Technician, Cloud Communications to join our Customer Success team in Canada or the United States. We're building a brand-new team supporting & implementing the Voice & Messaging pillar of Clio's Unified Communications initiative, which will bring voice, messaging, and email into a single, consistent experience across the Clio product suite. This individual will support the provisioning, configuring, conduct onboarding and troubleshooting remotely, while also owning existing case/ticket work, such as account pre-configuration and LSA applications.

You're a high-output problem solver who's comfortable sitting between customer needs and technical detail. You need sharp troubleshooting instincts, patience with non-technical users, and the judgment to know when to solve something yourself versus loop in a specialist.

What you'll do:

VoIP/SIP troubleshooting: registration failures, one-way/no audio, jitter, packet loss, call quality

Ask structured diagnostic questions to isolate whether an issue is device, network, account, user, or Clio-product level, as well as looping in the right team when it's beyond your scope

Call-flow configuration: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail and greetings.

Provisioning and device management. Desk phones and softphones, MAC registration, user and extension assignment and reassignment.

Numbers, porting, and messaging compliance: number/caller ID assignment, port orders (LOAs, rejections), 10DLC registration for SMS.

Onboarding and implementation: stand up new firms' phone systems, migrate from prior systems, train customers on use.

Remote-first support: diagnose remotely; coordinate with the customer's IT or MSP for anything physical (routers, firewalls, cabling)

Document fixes into the knowledge base; know when to escalate to engineering

Account Pre-Configuration: complete pre-configuration setups for new Grow/Manage accounts

Local Services Ads (LSA): process LSA applications and troubleshoot LSA account issues/errors

Coach team members on best practices and product/technical limitations

Contribute to and lead projects, including cross-functional VoIP-related initiatives

Handle escalations with minimal TL support, including technical escalations related to VoIP

Other duties as required

What you should have:

A positive attitude and team player mentality

Strong attention to detail and ability to focus for prolonged periods

A self-motivator with a knack for repetitive administrative tasks

Knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup

Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics: enough to diagnose and direct a fix, not necessarily to build a network

Comfort with PBX/telephony configuration: routing, menus, ring groups, voicemail

Understanding of Desk phone and softphone provisioning (Yealink/Polycom)

Customer-facing troubleshooting with non-technical users via clear writing and documentation habits

Comfort running/analyzing carrier processes (porting, 10DLC registration)

Excellent organizational and time management skills. You are comfortable juggling multiple open tickets or cases, and shifting priorities under time-sensitive expectations

Composure under pressure with frustrated customers

Comfortable troubleshooting live with a customer on a call (video/voice), not just async via email, chat.

Comfortable working in an AI-assisted environment

Available to be flexible with their work hours to support high volume peaks if needed.

Comfortable working in a fast-paced, evolving environment: this role's scope will change over time.

Serious bonus points if you have:

Prior MSP, VoIP, or telecom help-desk background (strong preference with US telecom)

Log or packet-capture reading, light scripting

Kazoo PBX platform experience

Experience or knowledge in legal documentation and legal practice areas

2+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role

Interest in joining a dynamic, high growth, and fast-moving SaaS company.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. 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, dental, and vision insurance

• 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, with an encouraged 20 days off per year.

• EAP benefits for you and household members, including counseling and online resources

• 401k matching and Child Education Savings

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $80,400 to $108,800 USD. 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.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, 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're 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.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

In-house performance coach, Katie, helps Clions accelerate their career development.

At Clio, we’re creating a human and high performing culture. That means you’ll be encouraged and supported to do your best work. Find out what keeps us grounded. Learn more.

Redefining support by helping law firms solve complex business problems.

Every day I am surrounded by a group that keeps me laughing, but also inspires me with their hard work and ingenuity. Everyone here goes out of their way to help each other learn and grow.