AI Product Escalations Analyst – LegalTech

CORTO; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym membership

Additional time off

Sailing and yacht events

Job summary

CORTO is seeking an Escalations Analyst to bridge engineering and legal accounting as we launch our next AI product in Sydney. You’ll sit at the frontline, triaging complex issues, tracing through logs and APIs, and collaborating with developers to drive resolution.

Your background in software support and troubleshooting, plus hands-on experience with Postman, SumoLogic, and accounting integrations (Xero/MYOB/QuickBooks), will help you prioritise incidents and deliver clear guidance to global

Qualifications

• Experience in software support and troubleshooting.
• Familiar with Postman and SumoLogic.
• Experience with LEAP, Xero, MYOB, or QuickBooks is advantageous.
• Strong collaboration and communication skills.

Responsibilities

• Triage complex escalations, trace through system logic, work with APIs and logs, and collaborate with developers to drive resolution.
• Log bugs, test patches, and support product improvements with developers.
• Prioritise incidents based on impact.
• Troubleshoot software integration problems (e.g., Xero, MYOB, QuickBooks).
• Provide clear technical guidance to global helpdesk and support teams.

Skills

Software support

Troubleshooting

Communication

Tools

Postman

SumoLogic

JIRA

Salesforce

APIs

Job description

CORTO is seeking an Escalations Analyst to bridge engineering and legal accounting as we launch our next AI product in Sydney. You’ll sit at the frontline, triaging complex issues, tracing through logs and APIs, and collaborating with developers to drive resolution.

Your background in software support and troubleshooting, plus hands-on experience with Postman, SumoLogic, and accounting integrations (Xero/MYOB/QuickBooks), will help you prioritise incidents and deliver clear guidance to global