Technical Escalations Agent

Clio
Dublin, Ireland
Full timeEUR 49,300 - 66,900 annuallyFunction: Customer Support (Service Desk)Skills: ["Ownership","Cross-functional collaboration","Technical troubleshooting","Communication","Empathy"]

Join the Technical Escalations team to resolve complex customer issues and act as a bridge between Support, Customer Success, and Product. You’ll investigate high-impact escalations, analyze SaaS system behavior to identify root causes, and coach frontline teams. This autonomous role supports EMEA coverage hours from Clio’s Dublin hub, combining deep technical troubleshooting with clear communication and continuous support process improvements.

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Clio
Clio
5 days ago

Technical Escalations Agent

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Job Summary

Join the Technical Escalations team to resolve complex customer issues and act as a bridge between Support, Customer Success, and Product. You’ll investigate high-impact escalations, analyze SaaS system behavior to identify root causes, and coach frontline teams. This autonomous role supports EMEA coverage hours from Clio’s Dublin hub, combining deep technical troubleshooting with clear communication and continuous support process improvements.
Location: Dublin, Ireland
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide consultation to Support and Customer Success with product and troubleshooting expertise to resolve customer issues.
  • •Investigate and methodically troubleshoot escalated customer problems via phone and email.
  • •Coach support agents and strengthen internal troubleshooting capabilities to improve client outcomes.
  • •Improve communication between Customer Success and Product regarding customer issues and act as a customer advocate.
  • •Contribute to knowledge base and run internal training sessions as needed, including liaison support between Support and Product during emergencies.

Pay and Benefits

Salary: EUR 49,300 - 66,900 annually
Perks:Health InsuranceDentalPensionFlexible Time

Key Requirements

  • •Experience with backend monitoring, observability, and diagnostics tools (e.g., ELK/OpenSearch logs, BugSnag, DataDog).
  • •Strong experience troubleshooting APIs.
  • •Proficiency in one or more programming languages (e.g., Python, Ruby) to troubleshoot application logic and review code.
  • •Experience building web applications.
  • •Experience troubleshooting Microsoft products and working with M365 Admin.
Experience:SaaS
Skills:OwnershipCross-functional collaborationTechnical troubleshootingCommunicationEmpathy
Tech Stack:ELKOpenSearchBugSnagDataDogAPIPythonRubyMicrosoftM365 AdminSaaSWeb applicationsAI

Company Brief

Clio
Provides cloud-based practice management, client intake, billing, and legal productivity software for law firms. Clio helps legal professionals manage cases, documents, timekeeping, and payments through an integrated SaaS platform.
Industry: LegalTech
Headquarters: Vancouver, Canada
Founded: 2008
WebsiteLinkedIn