Senior Technical Escalations Agent (Legal AI)

TL;DR

Senior Technical Escalations Agent (Legal AI): Managing and resolving escalated customer issues for a legal AI SaaS product with an accent on backend monitoring, API troubleshooting, and application logic review. Focus on providing expert consultation, improving communication between product and customer success, and contributing to knowledge base growth.

Location: Hybrid role requiring in-office presence twice per week in Vancouver, Calgary, Toronto (Canada), Dublin (Ireland), or Sydney (Australia).

Salary: $85,000–$115,000 CAD

Company

hirify.global is a global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely.

What you will do

• Provide expert consultation and troubleshooting assistance to Support and Customer Success teams.
• Manage escalated customer issues via phone and email, ensuring a smooth customer experience.
• Support and enhance communication between Customer Success and Product organizations regarding customer issues.
• Cultivate professional relationships with Product Managers and Developers, acting as a customer advocate.
• Serve as a liaison between Support and Product during emergencies to convey key updates.
• Contribute to the knowledge base and internal training sessions to make complex subjects accessible.

Requirements

• Experience with backend monitoring, observability, and diagnostics tools such as ELK, OpenSearch, BugSnag, or DataDog.
• Strong experience troubleshooting API issues.
• Proficiency in 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 departments.
• Demonstrated ability to provide excellent troubleshooting for a technical SaaS product.
• Must be based in or able to work from Vancouver, Calgary, Toronto, Dublin, or Sydney for a hybrid work model.

Nice to have

• Experience launching code changes or bug fixes.
• Experience building internal tools.

Culture & Benefits

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
• Hybrid work environment with a flexible time off policy, encouraging 20 days off per year.
• $2000 annual counseling benefit.
• RRSP matching and RESP contribution.
• hirify.globalversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
• Dedicated to diversity, equity, and inclusion, fostering an environment where teams feel included, valued, and enabled.