1 week ago

Technical Platform Expert

Legora

Sydney

1 week ago

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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.

Core AIRemoteFull-timeEntry LevelTechnical SupportRoot Cause Analysis

Technical Platform Expert

Apply

Core AIRemoteFull-timeEntry LevelTechnical Support

Salary

Not specified

Work Location

Sydney, New South Wales, Australia, AU

Work Model

Remote

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

Technical SupportRoot Cause AnalysisLog AnalysisData AnalysisSystem AnalysisLLMAI SystemsIncident ManagementBeta TestingObservabilityDiagnostic ToolingTest FrameworksAutomationCross-functional CollaborationMentoring

Soft Skills

Investigative JudgmentComposure Under PressurePattern ThinkingCommunicationAdvocacyMentoring

Preferred Qualifications

Technical (Nice-to-have)

Legal AIDocument ProcessingRetrieval-Augmented Systems

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.

Technical Platform ExpertLegal AITechnical SupportRoot Cause AnalysisLLMAI SystemsIncident ManagementRemoteFull-timeSydney

Core Qualifications

Technical (Must-have)

Soft Skills

Investigative JudgmentComposure Under PressurePattern ThinkingCommunicationAdvocacyMentoring

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.