Technical Platform Expert

About the Company

Legora is redefining how legal work gets done. We provide an AI-native workspace that allows legal professionals to analyze thousands of documents in minutes, powering end-to-end workflows for over 1,000 customers across 50+ countries.

Responsibilities

• Own the hardest technical escalations and drive them to root cause through rigorous log, data, and system-level analysis
• Validate platform behavior before shipping by supporting beta testing and pre-GA investigations
• Detect and declare systemic events by identifying common root causes across individual tickets
• Serve as the subject-matter expert on AI output patterns, accuracy, and retrieval quality
• Act as the support function's voice in Product and Engineering discussions
• Drive technical root cause during Sev1 and Sev2 incidents
• Build diagnostic tooling, test frameworks, and automation to increase team leverage
• Mentor and serve as the final-filter reviewer for specialists across the function

Requirements

• Experience in technical support, solutions, or a platform-specialist role
• Strong proficiency with logs, data, and system-level analysis
• Understanding of LLM and AI system behaviors and failure modes
• Ability to translate technical findings for Product Operations and customer-facing teams
• Experience working major escalations in high-pressure, cross-functional settings
• Ability to work within a global follow-the-sun coverage model

Preferred Qualifications

• Background in legal AI, document processing, or retrieval-augmented systems