Technical Escalations Agent
Core
Resolve complex technical escalations for Clio's SaaS platform, acting as a bridge between Support, Customer Success, and Product teams to improve product reliability and customer outcomes.
Role type
Senior Technical Escalations Agent (Support)
Builds
Production support processes, knowledge base articles, and internal training materials
Domain
Legal Technology (SaaS)
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Backend monitoring and observability (ELK, OpenSearch, BugSnag, DataDog), API troubleshooting, Python or Ruby programming, Microsoft 365 administration, AI tool development
Preferred skills
Code deployment experience, internal tool building
Technologies
ELK, OpenSearch, BugSnag, DataDog, Python, Ruby, Microsoft 365
Responsibilities
Consult with Support and Customer Success teams on complex technical issues; coach frontline agents on troubleshooting; manage escalated customer issues via phone and email; liaise between Support and Product during emergencies; contribute to knowledge base and run internal training sessions.
Seniority
Senior, hands-on IC
