Technical Support Specialist - AI Apps

Grow your tech career - apply your customer service/problem solving skills and passion for AI - be the first in tech support person startup product within a larger, established LegalTech business.

• Unique tool for law firms - lawyers can easily build the tools they need
• Join a growing team at product launch - have an impact on our roadmap
• Sydney head office, hybrid working, full training provided

About LEAP Studio

LEAP Studio is part of CORTO, a cutting-edge software company dedicated to revolutionising the legal industry. We integrate seamlessly with LEAP Legal Software - the leading provider of Legal Practice Management Solutions in the world. Over a 30-year period LEAP has expanded across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand and supports more than 75,000 lawyers.

Within LEAP, a lawyer can describe the tool they want (instead of waiting for us to build it!) - an evidence tracker, a court deadline calculator, a client document checklist, a settlement offer timeline - and Studio builds it. The app then runs inside the matter they’re already working on, with access to the client, the parties, the documents and the dates. No code, no development project, no six-month wait.

Studio goes live for the first time in November and is a huge step in the LEAP ecosystem - with the kind of customisation that our clients have not seen before. This is a startup product in a brand-new team – you’ll solve problems that haven’t been solved before, and your feedback will continually help guide and shape the direction this product takes.

What you’ll do

You’ll be the person a firm reaches when the thing they’re building doesn’t do what they expected. Sometimes that’s a configuration problem. Often it’s a lawyer who knows exactly what they want and needs help getting a tool to understand it. Either way, you’re the reason they get there instead of giving up.

Between cases, you’ll build apps in Studio yourself. This is how you’ll learn the product well enough to support it, and what you build becomes the examples other firms start from.

Studio has a full engineering team behind it – you’ll be the customer facing person supporting it. It’s a technical support role with a maker’s job attached. Some of your week goes on cases. The rest goes on building in Studio and writing the guides firms read before they ever need to reach you.

To make this happen, you will:

• Resolve support cases for LEAP Studio as the second line, across both halves of the product - App Maker and Content Creator. Cases reach you through our existing help desk in Salesforce, by email and live chat, once the first line has handled the straightforward questions
• Diagnose why an app isn’t behaving - data not pulling through, a connection failing, a limit being hit - and explain the cause in terms the firm can act on
• Call firms when a conversation beats a reply. Some problems are five minutes on a screen-share and twenty minutes in writing
• Hold new firms through their first build. The heaviest support need is at the start, when someone is enthusiastic and lost at the same time. Getting them through that first app is most of the job
• Escalate real defects to our development Escalations team with enough detail that they can act on it without going back to the client
• Build in LEAP Studio between cases - to learn it, to test what we ship, and to create the templates and worked examples that reduce the next firm’s support need
• Feed what you learn back. The questions you answer twice belong in the documentation. The things that break belong in the product backlog. You’ll be the closest person to how the product actually behaves in firms’ hands
• Help build the function. This is a new product and a new support role, so the case notes, the severity definitions and the knowledge articles get shaped as we go, with you in the room

What you’ll bring

Four things matter here, and we’re looking for three of them. Almost nobody arrives with all four, and the one you’re missing is the one you’ll pick up on the job.

• Customer service experience. It doesn’t have to be software. What matters is that you’ve dealt with real people who had a real problem, held a queue without dropping anyone, and told someone something they didn’t want to hear without losing them
• Technical confidence. You know what an API is, why a call fails, and what a rate limit means. You can read a log and form a theory. You don’t need to write production code — you do need to be unbothered by technical detail
• The ability to explain technical things to lawyers. Our clients are professionals who are expert in their own field and are not developers. The explanation has to be accurate without being condescending, and plain without hiding behind jargon. This is the part most people underestimate
• Curiosity about AI tools and a genuine willingness to learn by building things yourself

Nice to have but not essential

• Experience in legal, accounting or another professional-services setting
• Familiarity with LEAP
• Exposure to vibe-coding platforms
• Front-end fundamentals - HTML, CSS, JavaScript, JSON
• Salesforce Service Cloud, or another ticketing and incident management system

You are the type of person who

• Is comfortable with ambiguity. A product released in November has no runbook in November. You’ll be writing it
• Enjoys the puzzle. You like getting to the bottom of something, and a workaround doesn’t satisfy you when there’s a cause to find
• Takes ownership. When something lands with you, people stop worrying about it
• Learns fast. This product will change a great deal in your first year and nobody can hand you a finished manual
• Is comfortable being the one who knows. You’ll be the expert in the building on this, and that should feel good rather than frightening
• Writes it down. You document what you learn so the next person doesn’t have to ask

CORTO 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 CORTO?

• Your work matters. 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.
• Well-funded and global. CORTO is part of ATI – one of the largest international LegalTech companies.
• Flexible and hybrid working. We engage, share, and collaborate on ideas and workflows.
• Career and learning opportunities; we move fast and need smart people to get us where we're going. We are a scaling business and looking for people who want to grow with us.
• Have fun with us. Celebrations. Socials. Sports teams. Access to sailing and yacht events.
• We value your well-being - Wellness focus with additional time off, gym membership and other perks.
• Fast-paced tech environment, if we don't disrupt ourselves someone else will do it!
• Access to LEAP Home - a program unique to LEAP to support you in buying your primary residence.