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About the Role

As a Technical Specialist (Level 2 HelpDesk), you will bring strong technical expertise and a collaborative mindset to resolve complex technical issues, ensuring clients receive timely, effective, and professional support. You will troubleshoot escalated issues, liaise with internal teams to deliver sustainable solutions, and maintain clear, consistent communication with stakeholders. You will identify recurring issues, refine processes, and contribute to improving the overall client experience.

Responsibilities

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.

Requirements

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.

Skills

Salesforce technology stack including Service Cloud
Ticketing systems
Remote support tools
CRM or incident management software
Hardware
Networks
Local IT environments

Location

Sydney

Work Type

Flexible
Hybrid

Experience Level

Level 2 Helpdesk or Technical Support

Benefits

Additional paid wellbeing day every year
Free gym membership
Corporate dental plan
Weekly massages in the office
Catered lunch and breakfast every week
Fully stocked kitchen
On-site barista
Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence.

About the Company

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 Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.
LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential.
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.
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.
Work in a new, beautiful office space.

Equal Opportunity

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.