Support & Implementation Technician, Cloud Communications
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 qualityAsk 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 scopeCall-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 engineeringAccount Pre-Configuration: complete pre-configuration setups for new Grow/Manage accountsLocal Services Ads (LSA): process LSA applications and troubleshoot LSA account issues/errorsCoach team members on best practices and product/technical limitationsContribute to and lead projects, including cross-functional VoIP-related initiativesHandle escalations with minimal TL support, including technical escalations related to VoIPOther duties as requiredWhat you should have:A positive attitude and team player mentalityStrong attention to detail and ability to focus for prolonged periodsA self-motivator with a knack for repetitive administrative tasksKnowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setupNetworking l...