Technical Platform Expert
Legora
Technical Platform Expert
Legora is seeking a Technical Platform Expert to serve as the final technical authority on platform behavior, handling the deepest escalations, validating pre-release features, and driving root cause analysis. The role requires deep technical support experience, expertise in LLM/AI systems, and the ability to translate technical findings for cross-functional teams. This is a remote, full-time position based in Sydney, Australia.
Technical Platform Expert
Legora is seeking a Technical Platform Expert to serve as the final technical authority on platform behavior, handling the deepest escalations, validating pre-release features, and driving root cause analysis. The role requires deep technical support experience, expertise in LLM/AI systems, and the ability to translate technical findings for cross-functional teams. This is a remote, full-time position based in Sydney, Australia.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Preferred Qualifications
Technical (Nice-to-have)
Key Responsibilities
- Own the hardest problems: Take the deepest technical escalations 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 divergences from spec, and deliver findings with reproduction steps.
- Detect and declare systemic events: Identify common root causes and trigger coordinated incident response before volume makes the pattern undeniable.
- Be the AI subject-matter expert: Serve as 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 failure patterns into product reviews, release planning, and engineering discussions.
- Drive technical root cause in incidents: Serve as technical counterpart on Sev1 and Sev2 events, owning real-time diagnosis and Engineering liaison.
- Build leverage: Define and drive diagnostic tooling, test frameworks, and automation that make every tier faster.
- 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, with occasional ad-hoc requirements outside standard schedule.