Technical Escalations Agent

Clio - Cloud-Based Legal Technology

Technical Escalations Agent resolving complex SaaS issues for Clio’s legal AI platform. Coaching support teams, troubleshooting APIs and applications, and connecting Customer Success with Product.

Posted 8/18/2026full-timeDublin • 🇮🇪 IrelandMid-LevelSenior💰 €49,300 - €66,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex customer issues, particularly with APIs and backend monitoring tools, while effectively communicating and building relationships across teams. Proficient in programming languages such as Python or Ruby and experienced in providing technical SaaS support.

Highest-signal resume keywords

Troubleshooting APIsBackend Monitoring ToolsProficiency in PythonTechnical SaaS SupportStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting APIsProficiency in PythonProficiency in RubyBuilding Web ApplicationsTroubleshooting Microsoft ProductsApplication Logic TroubleshootingAI Tool Development

Soft Skills

Strong Communication SkillsEmpathy in Customer EscalationsRelationship Building

Tools & Technologies

ELKOpenSearchBugSnagDataDogM365 Admin

Industry Keywords

Customer SuccessTechnical SupportSaaSKnowledge Base Management

Tech Stack

Tools & technologies

PythonRuby

About the role

Key responsibilities & impact

Provide consultation to Support and Customer Success team members, offering product and troubleshooting expertise to resolve customer issues
Coach support agents to better serve clients
Manage escalated customer issues over phone and email
Methodically troubleshoot complex customer problems
Support and improve communication between Customer Success and Product regarding customer issues
Serve as a strong customer advocate
Cultivate professional relationships with Product Managers and Developers
Liaise between Support and Product during emergencies to convey key updates
Add to the knowledge base and run internal training sessions
Contribute to projects improving delivery and departmental processes
Perform other tasks assigned by Customer Support leadership

Requirements

What you’ll need

Experience with backend monitoring, observability, and diagnostics tools such as ELK or OpenSearch logs, BugSnag, and DataDog
Strong experience troubleshooting APIs
Proficiency in one or more programming languages, such as Python or Ruby
Experience with building web applications
Experience troubleshooting Microsoft products and working with M365 Admin
Strong communication skills and ability to build relationships across Support, Customer Success, and the business
Demonstrated ability to provide excellent technical SaaS support and troubleshooting
Proficiency in AI and a track record of building AI tools
Ability to handle time-sensitive and emotionally charged customer escalations with confidence and empathy
Ability to troubleshoot application logic and review code
Ability to work autonomously and with high accountability

Benefits

Comp & perks

Competitive, equitable salary
Top-tier health benefits
Dental coverage
Hybrid work environment
Flexible time off policy
Pension contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Accessibility accommodations during the recruitment process