Senior Technical Escalations Agent

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 Senior Technical Escalations Agent to join our Customer Support team during the hours of 9am-5pm PT or 10am-6pm PT as the TE team looks to expand our “office hours”. (

Note:

you’ll have a set start & end time that will fall within those hours.)

• An excellent contributor who takes active ownership of both personal and team goals & KPI targets.
• Someone with a demonstrated ability to thrive in a high autonomy, high accountability environment. You’re always one to hold yourself and others accountable for successes and failures.
• A solid team player who will always step in to help out wherever it’s needed, even if that’s not covered in this job description.
• A committed coach & radically candid communicator who can collaborate effectively with Clions in all roles, levels, and departments.
• A self‑driven growth‑minded individual with a demonstrated track record of taking initiative to grow your skills and learn new tech stacks.
• Comfortable handling time‑sensitive and emotionally charged customer escalations with confidence and empathy.
• A rational and critical thinker who seeks solutions to problems by identifying and alleviating root causes.
• An empathetic and humble team player who leads by example.

• Experience with backend monitoring, observability, and diagnostics tools such as ELK or Open Search logs, Bug Snag and Data Dog.
• Strong experience troubleshooting API.
• Proficiency in one or more programming languages (e.g., Python, Ruby) to troubleshoot application logic and review code.
• Experience with building web applications.
• Experience troubleshooting Microsoft products and working with M365 Admin.
• Strong communication skills and the desire to build high‑functioning relationships across Support, Customer Success, and the entire business.
• Demonstrated ability to provide effortless support & excellent troubleshooting for a technical SaaS product.

• Launched code changes in your product or bug fixes.
• Built internal tools adopted by your team.

• Provide consultation to Support, Customer Success team members and beyond, offering product and troubleshooting expertise to assist them with resolving customer issues.
• Serve as a coach to help our support agents better serve our clients.
• Manage escalated issues from customers over phone and email with an eye to making the customer experience as effortless as possible while methodically troubleshooting their problems.
• Support and improve communication between the Customer Success and Product organizations in regards to customer issues, and serve as a strong customer advocate.
• Cultivate and maintain positive professional relationships with Product Managers and Developers.
• During emergencies, serve as liaison between Support and Product to convey key updates.
• Assist in ensuring complex subjects are accessible to other Clio team members, as well as customers, by adding to our knowledge base and running training sessions internally as needed.
• Contribute to personal and group projects to improve delivery and processes across the department.
• Other tasks and duties assigned by Customer Support leadership, as required.

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 min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The expected salary range for this role is $85,000 to…