Hybrid Escalations Analyst — LegalTech Growth & Impact

LEAP Legal Software; Sydney; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Paid learning & development

Gym membership

Wellbeing day

Social events

Sports teams

Job summary

LEAP Dev is seeking a Third Level Support Analyst to provide high-level technical guidance for our local LEAP Legal Software region. You will collaborate with Second Level teams, escalate accurately, and drive timely resolution of complex incidents across LEAP’s ecosystem.

You will bring strong troubleshooting, ITSM experience, and deep knowledge of LEAP, JIRA and Salesforce, helping us maintain service excellence within a hybrid work model across Australia.

Qualifications

• Strong and proven Technical Troubleshooting skills.
• Experience working in an ITSM environment, with exposure to Intune.
• In-depth product knowledge of LEAP, JIRA and Salesforce.

Responsibilities

• Provide Third Level support to product and operations teams for the local LEAP region or vertical.
• Collaborate with Second Level helpdesk to deliver high-level technical guidance.
• Escalate tickets to LEAP Dev accurately and timely.
• Troubleshoot live client environments to identify product, data, or environmental issues.
• Collect complete incident facts before escalation and prioritise by severity.
• Communicate with 3rd party software providers to resolve conflicts.
• Assist in testing core components during release.
• Provide advanced troubleshooting expertise to regional teams.
• Keep client-facing teams updated on outstanding incidents and changes in priority.

Skills

Technical Troubleshooting

ITSM experience

Intune

Prioritisation

JIRA

Salesforce

Product knowledge

Tools

LEAP product knowledge

Job description

LEAP Dev is seeking a Third Level Support Analyst to provide high-level technical guidance for our local LEAP Legal Software region. You will collaborate with Second Level teams, escalate accurately, and drive timely resolution of complex incidents across LEAP’s ecosystem.

You will bring strong troubleshooting, ITSM experience, and deep knowledge of LEAP, JIRA and Salesforce, helping us maintain service excellence within a hybrid work model across Australia.