Technical Platform Expert - Denver
Denver • FullTime
Posted 1mo ago
Job Location
Denver
Remote Work Policy
On-site
Employment Type
FullTime
Categories
AI Infrastructure Engineer
About the job
Legora is redefining how legal work is done with an AI-native workspace designed for legal professionals. Our platform helps teams analyze documents rapidly, streamline workflows, and focus on critical judgment, strategy, and outcomes. Trusted by over 1,000 customers globally, including major legal firms and corporations, Legora has achieved significant ARR growth and continues to expand through strategic acquisitions. We are seeking a Technical Platform Expert to serve as the final technical authority on platform behavior, bridging the gap between product promises and customer experience. This role requires deep investigative judgment and platform mastery, working closely with Product Operations to ensure platform reliability and customer trust, without the direct scope of software development.
Responsibilities
- Own and drive the resolution of the most complex technical escalations through rigorous analysis of logs, data, and systems.
- Validate platform behavior before release by supporting beta testing and pre-GA investigations, identifying divergences from specifications, and providing clear reproduction steps.
- Detect and declare systemic events by identifying common root causes across individual tickets and initiating coordinated incident response.
- Serve as the subject-matter expert on platform behavior and AI output patterns, including accuracy, retrieval quality, and document processing.
- Represent the support function's perspective in Product and Engineering discussions, advocating for diagnostic tooling, observability improvements, and platform fixes.
- Drive technical root cause analysis for Sev1 and Sev2 incidents as the technical counterpart to the Principal Platform Advisor.
- Build leverage by defining and driving diagnostic tooling, test frameworks, and automation to improve efficiency across support tiers.
- Mentor and serve as a final-filter reviewer for specialists within the function.
- Contribute to a global follow-the-sun coverage model, with potential for occasional ad-hoc requirements outside standard hours.
Requirements
- Experience in a deep technical support, solutions, or platform-specialist role with a strong technical focus.
- Proficiency in root cause analysis using logs, data, and systems.
- Understanding of LLM and AI system behavior, including user-facing failure modes.
- Ability to clearly translate technical findings for both Product Operations and customer-facing teams.
- Effectiveness in cross-functional settings, representing the support function's perspective in engineering and product conversations.
- Composure under pressure and experience managing major escalations in parallel with customer-facing teams.
- Ability to identify and act on patterns across cases before they become widely recognized problems.
- A background in legal AI, document processing, or retrieval-augmented systems is considered a plus.
Benefits
- Competitive salary
- Comprehensive benefits
- Tools to do your best work
- Global collaboration opportunities
- Meaningful work shaping AI adoption in legal teams
- In-person work environment