Support & Implementation Technician, Cloud Communications

About this role

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 transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

Summary:

Who you are:

We are currently seeking a Support & Implementation Technician, Cloud Communications to join our Customer Success team in Canada or the United States. We're building a brand-new team supporting & implementing the Voice & Messaging pillar of Clio's Unified Communications initiative, which will bring voice, messaging, and email into a single, consistent experience across the Clio product suite. This individual will support the provisioning, configuring, conduct onboarding and troubleshooting remotely, while also owning existing case/ticket work, such as account pre-configuration and LSA applications.

You're a high-output problem solver who's comfortable sitting between customer needs and technical detail. You need sharp troubleshooting instincts, patience with non-technical users, and the judgment to know when to solve something yourself versus loop in a specialist.

What you'll do:

• VoIP/SIP troubleshooting: registration failures, one-way/no audio, jitter, packet loss, call quality

• Ask structured diagnostic questions to isolate whether an issue is device, network, account, user, or Clio-product level, as well as looping in the right team when it's beyond your scope

• Call-flow configuration: forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail and greetings. 

• Provisioning and device management. Desk phones and softphones, MAC registration, user and extension assignment and reassignment.

• Numbers, porting, and messaging compliance: number/caller ID assignment, port orders (LOAs, rejections), 10DLC registration for SMS. 

• Onboarding and implementation: stand up new firms' phone systems, migrate from prior systems, train customers on use. 

• Remote-first support: diagnose remotely; coordinate with the customer's IT or MSP for anything physical (routers, firewalls, cabling)

• Document fixes into the knowledge base; know when to escalate to engineering

• Account Pre-Configuration: complete pre-configuration setups for new Grow/Manage accounts

• Local Services Ads (LSA): process LSA applications and troubleshoot LSA account issues/errors

• Coach team members on best practices and product/technical limitations

• Contribute to and lead projects, including cross-functional VoIP-related initiatives

• Handle escalations with minimal TL support, including technical escalations related to VoIP

• Other duties as required

What you should have:

• A positive attitude and team player mentality

• Strong attention to detail and ability to focus for prolonged periods

• A self-motivator with a knack for repetitive administrative tasks

• Knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup

• Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics: enough to diagnose and direct a fix, not necessarily to build a network

• Comfort with PBX/telephony configuration: routing, menus, ring groups, voicemail

• Understanding of Desk phone and softphone provisioning (Yealink/Polycom)

• Customer-facing troubleshooting with non-technical users via clear writing and documentation habits

• Comfort running/analyzing carrier processes (porting, 10DLC registration)

• Excellent organizational and time management skills.  You are comfortable juggling multiple open tickets or cases, and shifting priorities under time-sensitive expectations

• Composure under pressure with frustrated customers

• Comfortable troubleshooting live with a customer on a call (video/voice), not just async via email, chat. 

• Comfortable working in an AI-assisted environment

• Available to be flexible with their work hours to support high volume peaks if needed.

• Comfortable working in a fast-paced, evolving environment: this role's scope will change over time.

Serious bonus points if you have:

• Prior MSP, VoIP, or telecom help-desk background (strong preference with US telecom)

• Log or packet-capture reading, light scripting

• Kazoo PBX platform experience

• Experience or knowledge in legal documentation and legal practice areas

• 2+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role

• Interest in joining a dynamic, high growth, and fast-moving SaaS company.

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 minimum twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• EAP benefits for you and household members, including counseling and online resources

• 401k matching and Child Education Savings

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

​

The expected salary range for this role is $80,400 to $108,800 USD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility  Our team shows up as their authentic selves, and are united by our mission. We are dedicated to  diversity, equity and inclusion . We pride ourselves in building and foste

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