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LEAP Dev is the software house behind LEAP Legal Software, the world's leading Legal Practice Management solution used by 78,000+ lawyers and support staff at small and medium-sized law firms. Part of ATI Global, one of the largest international LegalTech companies, LEAP Dev operates across Australia, Canada, the US, UK, Ireland, Poland, and New Zealand with over 1,000 employees.
As an Escalations Analyst, you will provide Third Level technical support to product and operations teams for your local LEAP Legal Software region. You will work closely with Second Level helpdesk teams, delivering high-level technical guidance and ensuring tickets are escalated to LEAP Dev accurately and timely. This role offers responsibility, ownership, and the freedom to innovate while advancing your career within a fast-growing technology business.
Key responsibilities include:
- Troubleshoot live client environments to quickly identify product, data, or environmental issues
- Collect complete incident facts prior to escalation
- Prioritize incidents by severity and scope
- Communicate with third-party software providers to resolve incidents and conflicts
- Assist in testing core components during releases
- Provide advanced troubleshooting expertise and guidance to regional Second Level teams
- Ensure client-facing teams receive regular updates on outstanding incidents
- Communicate priority changes back to LEAP Dev teams
- Identify helpdesk trends and communicate findings to help other analysts and developers pinpoint and resolve root causes
The company offers a hybrid work environment with flexibility to work in-office or remotely based on your preference and team needs. LEAP Dev invests in employee development through paid learning opportunities, open career discussions, and support for certifications (e.g., AWS). Additional benefits include competitive salary, free platinum gym membership, an extra paid wellbeing day, social events, and lunch-time sports teams.
Requirements:
- Strong and proven technical troubleshooting skills
- Experience working in an ITSM environment with exposure to Intune
- Strong prioritization skills
- In-depth product knowledge of LEAP, JIRA, and Salesforce
- Strong understanding of various technical environments
Note: The company encourages applications from candidates who meet some, but not all, requirements.
