Technical Platform Expert - Sydney

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.

Responsibilities

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; 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 real-world platform failure patterns into product reviews, release planning, and engineering discussions, and advocate for diagnostic tooling, observability improvements, and platform fixes; 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; Build leverage: Define and drive diagnostic tooling, test frameworks, and automation, and feed escalation trends back into product and process improvements; Raise the bar: Mentor and serve as final-filter reviewer for specialists across the function; Cover the clock: Operate within a global follow-the-sun coverage model

Requirements

You have worked deep in technical support, solutions, or a platform-specialist role with a strong technical bent; You are rigorous about 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 are composed under pressure and have experience working major escalations in parallel with customer-facing teams; You think in patterns across cases, not just within them, and act on a signal before it becomes a problem the customer names first

Nice to have

A background in legal AI, document processing, or retrieval-augmented systems is a plus

Benefits

Global collaboration; Meaningful work; Competitive package: Comprehensive salary, benefits, and the tools to do your best work; In-person environment