SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Legora is an AI-native legal workspace trusted by 1,000+ customers including major law firms (Cleary Gottlieb, Goodwin, Linklaters, White & Case) and enterprises. The company has scaled to $100M+ ARR and operates globally across Europe, North America, and APAC.
As Technical Platform Expert, you are Legora's final technical authority on how the platform behaves in production. This is a parallel technical-authority role working with Product Operations, focused on investigative judgment and platform mastery rather than software development. You own the gap between what the product promises and what customers experience.
Key responsibilities:
- Own the hardest technical escalations from across the support function, driving them to root cause through rigorous log, data, and system-level analysis
- Validate the platform before release by supporting beta testing and pre-GA investigations, identifying where real behavior diverges from spec
- Detect systemic events by identifying when individual tickets share a common root cause and trigger coordinated incident response
- Serve as the AI subject-matter expert on platform behavior, AI output patterns, accuracy, retrieval quality, document processing, and anomalous output
- Be the support function's voice in Product and Engineering, surfacing real-world failure patterns and advocating for diagnostic tooling and platform fixes
- Drive technical root cause in Sev1 and Sev2 incidents, serving as technical counterpart to the Principal Platform Advisor
- Build leverage by defining diagnostic tooling, test frameworks, and automation that accelerate all support tiers
- Mentor specialists across the function and serve as final-filter reviewer
- Operate within a global follow-the-sun coverage model with occasional ad-hoc requirements outside standard schedule
Required background:
- Deep experience in technical support, solutions, or platform-specialist roles with strong technical bent
- Rigorous approach to root cause analysis; comfortable working with logs, data, and systems
- Understanding of how LLM and AI systems behave, including failure modes
- Ability to translate technical findings for both Product Operations and customer-facing teams
- Effective in cross-functional settings; can represent support perspective in engineering/product conversations
- Composed under pressure; experience managing major escalations in parallel with customer-facing teams
- Pattern recognition across cases; ability to act on signals before they become customer-named problems
- Background in legal AI, document processing, or retrieval-augmented systems is a plus
