Technical Platform Expert - NYC

Job description

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. - We lean in: ownership over titles, outcomes over intentions. - We fight for excellence: high standards, direct, ego-free feedback. - We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. When an issue is too deep for any other tier, it comes to you. You are Legora's final technical authority on how the platform behaves in the real world, not just how it is specced to behave. In legal AI, that gap matters: a platform that behaves differently than promised is not just a bug report, it is a risk to a client's matter, their deadline, or their trust in the product. Your edge is investigative judgment and platform mastery, not writing code: you close the gap between what the product promises and what customers experience, before and after it ships. This is a parallel technical-authority seat working hand in hand with Product Operations, without the software development scope of an engineer. WHAT YOU’LL DO - Own the hardest problems: Take the deepest technical escalations from across the function and drive them to root cause through rigorous log, data, and system-level analysis. - Validate the platform before it ships: Support beta testing and pre-GA investigations. Identify where real platform behavior diverges from the spec, pressure-test workflows under real conditions, and deliver findings to Product Operations with clear reproduction steps before they become customer-facing incidents. - Detect and declare systemic events: Identify when individual tickets share a common root cause and trigger coordinated incident response before volume makes the pattern undeniable. Own the signal that turns a cluster of cases into a declared Sev1 or Sev2 incident. - Be the AI subject-matter expert: Serve as the expert on platform behavior and AI output patterns, including accuracy, retrieval quality, document processing, and anomalous output. - Be the support function's voice in Product and Engineering: Bring the real-world pattern of platform failures into product reviews, release planning, and engineering discussions. Surface what the support tiers see that Product Operations does not, and advocate for the diagnostic tooling, observability improvements, and platform fixes that make the function faster and the product more reliable. - Drive technical root cause in incidents: Serve as the technical counterpart to the Principal Platform Advisor on Sev1 and Sev2 events, owning real-time diagnosis, Engineering liaison, and the technical path to resolution while the PPA holds customer coordination. Hand confirmed defects to Product Operations with clean reproduction steps and impact assessment. - Build leverage: Define and drive the diagnostic tooling, test frameworks, and automation that make every tier faster. Feed escalation trends back into product and process improvements, partnering with Product Operations to close the loop. - Raise the bar: Mentor and serve as final-filter reviewer for the specialists across the function. - Cover the clock: This role operates within a global follow-the-sun coverage model. Working hours may include occasional ad-hoc requirements outside the standard schedule. We will communicate any such requirements as early as practicable. WHAT YOU BRING - You have worked deep in technical support, solutions, or a platform-specialist role with a strong technical bent. - You are rigorous about the root cause, and logs, data, and systems are where you are at home. - You understand how LLM and AI systems behave, including how failure modes present to users. - You translate technical findings clearly for both Product Operations and customer-facing teams. - You are effective in cross-functional settings. You can represent the support function's perspective in engineering and product conversations and translate field patterns into product arguments that land. - You are composed under pressure and have experience working major escalations in parallel with customer-facing teams, without losing rigor on the technical investigation. - You think in patterns across cases, not just within them, and you act on a signal before it becomes a problem the customer names first. - A background in legal AI, document processing, or retrieval-augmented systems is a plus. WHAT’S IN IT FOR YOU - Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market. - Meaningful work: Your work shapes how the world’s leading legal teams adopt AI day to day. - Competitive package: Comprehensive salary, benefits, and the tools to do your best work. - In-person environment: A workspace built for ambitious builders. Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.