We are CORTO, a cutting-edge software company dedicated to revolutionizing the legal industry. Our mission is to empower legal practitioners with AI-driven solutions that streamline their workflow, boost productivity, and provide more efficient client service.

Our team of AI experts and engineers collaborate to develop intelligent software tailored to the unique needs of lawyers, paralegals, and legal assistants.

Our innovative AI solutions automate routine tasks, simplify document management, and enhance decision-making, allowing legal professionals to focus on what they do best—providing expert legal counsel.

We are looking for a Senior Escalations Analyst to join the Product Team. As our Product grows, the team is getting more feedback that we are putting into action! You will be responsible for providing high level technical support to product and operations teams for internal and client incidents. Ensuring that the incidents raised are identified and prioritised appropriately in a timely manner. You must be an excellent communicator to write articles for our Helpdesk, release notes for clients and run product demos! Prior experience investigating tickets and troubleshooting solutions will pave the road to success.

What will you be working on as the Escalations Lead?

Communicating changes, incidents & feature requests to Developers and Production Environments

Troubleshooting live environments and quickly & effectively identifying opportunities within the tool

Prioritising incidents according to severity and scope

Communicating with clients to resolve incidents/ conflicts where necessary

Assisting in the testing of core components during release in partnership with QE

Providing support to global helpdesk teams and client facing teams.

Communicating client perspectives/ client raised incidents to developers

Notifying regional teams and clients via emails during a release

Responsible for documentation to clients and articles for the Helpdesk

What experience do you need to become an Escalations Lead at CORTO?

Strong communication skills (Verbal and Written)

Strong and proven Technical Troubleshooting skills

Strong prioritisation skills

3+ years’ experience using JIRA, Confluence and Salesforce (Communities would be a plus)

Strong understanding of various technical environments

Proficiency using testing frameworks

Knowledge of session-based testing

Your benefits include:

Flexible hybrid work environment. We engage, share, and collaborate on ideas and workflows on Wednesdays as a full team, and the rest of the week is up to you! Our cadence is twice/week in a modern and spacious office in the CBD.

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.

Wellness focuses with additional time off, gym membership and other perks

Unique and fun quarterly team events

Fast-paced tech environment, if we don't disrupt ourselves someone else will do it!

Join our talented and motivated team dedicated to revolutionizing the legal industry. If you are driven by innovation, thrive in a collaborative environment, and are passionate about creating seamless and intuitive user experiences, we would love to hear from you.