5-7 years in technical support or platform specialist roles with a focus on systems analysis.
Strong investigative skills with a rigorous approach to root cause analysis.
Deep understanding of AI systems and their failure modes.
Ability to clearly communicate technical findings to non-technical teams.
Proven effectiveness in cross-functional collaboration.
Experience managing major escalations while maintaining technical rigor.
Preferred background in legal AI or document processing.
Responsibilities
Drive resolution of complex technical escalations through data analysis.
Support beta testing and identify discrepancies between platform behavior and specifications.
Detect systemic events and coordinate incident responses efficiently.
Provide expertise on AI performance, including output quality and processing.
Advocate for necessary product improvements based on real-world platform issues.
Lead the technical diagnosis during severe incidents and collaborate with engineering.
Develop diagnostic tools and automation to enhance support efficiency.
Mentor team members and ensure high-quality technical reviews.
Benefits
Global collaboration with teams and clients across major legal markets.
Work that significantly impacts the adoption of AI in legal practices.
Comprehensive salary package and benefits.
Dynamic in-person workspace designed for innovation.
Full Job Description
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.
