Platform Consultant - Sydney

As a Platform Consultant, you are part of that global dedicated team, owning issues end-to-end and holding the enterprise readiness standard across every handoff. This is a high-judgment, high-craft seat, and an early one, so you will help build the function as you run it.

Responsibilities

Own it end-to-end: Take ownership of Enterprise and Strategic Premium issues from first signal to resolution. Maintain clean handoffs across a global team so clients experience continuity and enterprise-grade consistency, regardless of time zone or shift; Master the platform: Build deep expertise across Legora, including Assistant, Tabular Review, Workflows, Editor, and the Word Add-in, to diagnose and resolve complex, high-impact issues that demand structured thinking and sound judgment; Communicate with authority: Translate technical detail into concise, confident guidance for demanding professional users, and guide legal teams through complex workflows; Resolve first: Own every issue to resolution before escalating. When escalation is the right call, route to the Technical Platform Expert or Principal Platform Advisor with complete diagnostics, clear impact, and a recommended path. Not a hand-off that creates more work; Drive improvements: Spot recurring issues and user pain points, and partner with Product, Engineering, and Legal Engineering to fix them at the source. Produce reusable artifacts (playbook sections, troubleshooting guides, resolution templates) that raise the team's baseline; Set the standard: The way you handle enterprise readiness, escalation precision, and handoff quality today becomes the benchmark the team scales from; Cover the clock: Own your share of the global handoff rhythm. When you come on, pick up open issues with full context. When you hand off, leave nothing ambiguous. Enterprise clients should never feel the seams between regions

Requirements

You have owned complex, high-stakes B2B relationships and consistently delivered exceptional outcomes for demanding professional clients; You turn frustrated users into advocates, and you take pride in the quality of every resolution; You notice patterns, surface issues before they escalate, and collaborate across functions to fix them for good; You are technically curious, learn new software quickly, and explain hard concepts simply; You write clearly under pressure: crisp updates with confirmed facts, named owners, and next steps, without speculation; You are fluent with support tooling such as Intercom, Zendesk, or similar platforms

Nice to have

Background in SaaS, AI, or legal tech is a strong plus

Benefits

Global collaboration; Meaningful work; Competitive package; In-person environment