Technical Specialist (Level 2)

About LEAP

LEAP is the leading provider of Legal Practice Management Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market-leading software we develop, and support is used by more than 71,000 lawyers and their staff in small and medium-sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

Meet the Client Support team

Help is at the heart of everything we do at LEAP and no one knows that better than the friendly faces and voices of our invaluable Client Support Team. 

Responding in real time using our Salesforce technology stack including Service Cloud, our team of attentive problem solvers act quickly and thoroughly to address inquiries and concerns, so our clients can continue to help people without missing a beat. 

With space to grow your career in new and surprising directions and an impact you can see and feel with every smiling client, you’ll find plenty to discover in a dynamic team that thrives on helping people.

What you'll do

As a Technical Specialist (Level 2 HelpDesk), you’ll bring your strong technical expertise and collaborative mindset to resolve complex technical issues ensuring clients receive timely, effective, and professional support. You’ll troubleshoot escalated issues, liaise with internal teams to deliver sustainable solutions, and maintain clear, consistent communication with stakeholders. You won’t just resolve immediate problems, you’ll apply your problem solving skills to identify recurring issues, refine processes, and contribute to improving the overall client experience.

To make this happen, you will:

• Manage Level 2 support cases from initial escalation through to resolution, maintaining accountability throughout.
• Collaborate with the Escalations Team to resolve widespread or high-impact incidents.
• Support and mentor Client Support Specialists by assisting with their escalated cases and providing technical guidance.
• Report directly to the Client Support Manager, maintaining visibility on key trends, risks, and recurring technical issues.
• Work with internal teams to identify and address underlying causes of technical issues.
• Document solutions, processes, and technical knowledge to support consistency and efficiency across the team. 
• Communicate clearly and empathetically with clients, ensuring they are informed and confident in the outcome.
• Maintain a strong understanding of our software platform and related technologies to deliver informed, efficient support.
• Attend on-site or remote visits to client offices to complete technical investigations of their hardware and technology environment.

What you'll bring

• Proven experience in a Level 2 Helpdesk or Technical Support role, ideally within a SaaS or software environment.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and accessible way.
• Experience using ticketing systems, remote support tools, and CRM or incident management software.
• Confidence working hands-on with hardware, networks, and local IT environments to support technical investigations across client offices.

You are the type of person who

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.

Why join LEAP?

• Your work matters. Helping lawyers help people sits at the heart of everything we do. We solve real world problems that improve and support local, everyday law firms. So they can do their best work for the people in the communities they serve.
• Make an impact. You won’t be another ‘cog in the wheel’ here. We give full trust and autonomy for you to be heard, to work on big & complex projects – and to make a real difference.
• Work with a group of authentic, passionate people who love what they do.
• Flexible and hybrid working. We'd like to find this person in Sydney, but we want you to work in a way that suits you and we're open to flexible arrangements that support you.
• Grow your career with us. Our founder Christian Beck has been building legal tech businesses for over 30 years. There are opportunities galore to expand your career based on where your interests lie. We're not afraid to pivot based on market conditions - you will always have the opportunity to stay ahead of the curve and do your best work here.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your well-being - enjoy an additional paid wellbeing day every year, free gym membership, corporate dental plan and weekly massages in the office.
• Work in a new, beautiful office space – with a catered lunch and breakfast every week, fully stocked kitchen and an on-site barista.
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence. 

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