Support & Implementation Technician, Cloud Communications

Clio
United States
Workplace: RemoteFull timeUSD 80,400 - 108,800 annuallyFunction: Communications, PR & CommunityExperience: 2+ yearsSkills: ["Attention to detail","Organizational skills","Time management","Problem-solving","Working under pressure"]

Support and implement Clio’s Unified Communications Voice & Messaging pillar for new and existing firms. Troubleshoot VoIP/SIP issues remotely (registration, audio quality, jitter/packet loss), configure call flows and routing, manage device provisioning, and handle onboarding migrations. Perform account pre-configuration and LSA application processing while documenting fixes and escalating to engineering when needed. Coordinate with customers’ IT/MSPs and coach teams on best practices.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Clio
Clio
2 days ago

Support & Implementation Technician, Cloud Communications

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Support and implement Clio’s Unified Communications Voice & Messaging pillar for new and existing firms. Troubleshoot VoIP/SIP issues remotely (registration, audio quality, jitter/packet loss), configure call flows and routing, manage device provisioning, and handle onboarding migrations. Perform account pre-configuration and LSA application processing while documenting fixes and escalating to engineering when needed. Coordinate with customers’ IT/MSPs and coach teams on best practices.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Troubleshoot VoIP/SIP issues remotely, including registration failures, audio problems, jitter, packet loss, and call quality.
  • •Ask structured diagnostic questions to determine whether issues are device, network, account, user, or Clio-product related; escalate when beyond scope.
  • •Configure call flow and telephony settings such as forwarding, auto-attendants/IVR, ring groups, time-of-day routing, and voicemail/greetings.
  • •Provision and manage devices and accounts, including desk phones/softphones, MAC registration, and user/extension assignments and reassignment.
  • •Lead onboarding and implementation work: stand up new phone systems, migrate prior systems, train customers, and process LSA applications/related issues.

Pay and Benefits

Salary: USD 80,400 - 108,800 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •2+ years of experience in a Customer Success, Support, or Professional Services environment in a customer-facing role.
  • •Knowledge of VoIP/SIP fundamentals including registration, RTP audio path, NAT/firewall traversal, SIP ALG, and codecs.
  • •Networking literacy to diagnose issues involving routers, firewalls, QoS, VLANs, WiFi, and ISP/modem basics.
  • •Comfort configuring PBX/telephony routing (menus, ring groups, voicemail) and provisioning desk phones/softphones (Yealink/Polycom).
  • •Ability to troubleshoot remotely with non-technical users, handle live customer calls, and manage multiple tickets under time-sensitive expectations.
Experience:2+ yearsSaaS
Skills:Attention to detailOrganizational skillsTime managementProblem-solvingWorking under pressure
Tech Stack:VoIPSIPRTPNATFirewallsSIP ALGCodecsPBXTelephonyDesk phonesSoftphonesYealinkPolycomRoutersQoSVLANWiFiISP/modemPorting10DLC

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