Technical Escalations Agent

About the role

Clio, a global leader in legal AI technology, is looking for a Technical Escalations Agent to join its growing Customer Support team in the Dublin hub. The role supports coverage across EMEA as the Technical Escalations team expands its office hours, with a set schedule within those regional hours. It bridges Support, Customer Success and Product, investigating high-impact escalations, analysing system behaviour across the SaaS environment and helping identify root causes.

Key responsibilities

• Coach Support and Customer Success team members and help them resolve customer issues
• Manage escalated customer issues by phone and email, troubleshooting methodically
• Act as liaison between Support, Customer Success and Product, including during emergencies
• Build relationships with Product Managers and Developers and advocate for customers
• Contribute to the knowledge base and run internal training sessions
• Take part in projects that improve delivery and processes, plus other tasks assigned by Customer Support leadership

Required profile

• Owns personal and team goals and KPI targets, and thrives in a high-autonomy, high-accountability environment
• Comfortable handling time-sensitive, emotionally charged escalations with empathy
• Rational, critical thinker who seeks root causes
• Self-driven, growth-minded, with a track record of learning new tech stacks

Required skills

• Backend monitoring, observability and diagnostics tools such as ELK/OpenSearch logs, BugSnag and DataDog
• Strong API troubleshooting
• Proficiency in one or more programming languages (e.g. Python, Ruby)
• Experience building web applications and troubleshooting Microsoft products and M365 Admin
• Bonus: launching code changes or bug fixes, and building internal tools adopted by the team

What we offer

• Salary range of EUR 49,300 to 66,900, depending on region, experience and skillset
• Top-tier health benefits and dental coverage
• Pension contribution
• Flexible time off and a Cliversary recognition program
• Hybrid work, with local Clions expected in the office at least twice per week