Technical Support Specialist – AI Apps

About the role

Join the launch team for LEAP Studio, a new AI‑driven app‑builder for law firms. You will be the primary technical support contact, helping lawyers configure and troubleshoot custom tools while also building example apps to improve the product.

Key responsibilities

• Resolve second‑line support cases for both the App Maker and Content Creator components via Salesforce Service Cloud, email and live chat.
• Diagnose technical issues such as data not pulling through, failed connections or rate‑limit hits and explain them in plain language.
• Conduct screen‑share calls to quickly solve problems and guide new firms through their first build.
• Escalate genuine defects to the development team with detailed reproduction steps.
• Build apps in LEAP Studio between cases to deepen product knowledge and create reusable templates.
• Document recurring issues, update knowledge articles and feed insights into the product backlog.

Required profile

• Proven customer‑service experience handling real‑people problems and managing a support queue.
• Technical confidence – comfortable reading logs, understanding APIs, rate limits and basic troubleshooting.
• Ability to explain technical concepts to non‑technical lawyers without jargon.
• Curiosity about AI tools and willingness to learn by building solutions yourself.

Required skills

• API fundamentals and troubleshooting.
• Salesforce Service Cloud or similar ticketing system.
• Front‑end basics: HTML, CSS, JavaScript, JSON.

What we offer

• Hybrid working from our Sydney head office with full training.
• Flexible hours, wellness perks, gym membership and additional time off.
• Access to LEAP Home program for home‑ownership support.
• Opportunity to shape a brand‑new product and influence the roadmap.