Technical Platform Expert - NYC
New York City • FullTime
Posted 2mo ago
Job Location
New York City
Remote Work Policy
On-site
Employment Type
FullTime
Categories
AI Infrastructure Engineer
About the job
Legora is seeking a Technical Platform Expert to serve as the final technical authority on platform behavior in real-world scenarios. This role is crucial for bridging the gap between product specifications and customer experience, especially in the legal AI domain where platform discrepancies can pose significant risks. You will be responsible for investigating and resolving the most complex technical escalations, validating the platform before release, and identifying systemic issues. This position requires deep investigative judgment and platform mastery, working closely with Product Operations and Engineering to ensure product reliability and customer trust. You will act as the AI subject-matter expert, advocating for the support function's perspective in product and engineering discussions and driving improvements in diagnostic tooling and platform fixes.
Responsibilities
- Take ownership of the most challenging technical escalations and drive them to root cause analysis using logs, data, and system-level analysis.
- Support beta testing and pre-GA investigations to identify discrepancies between platform behavior and specifications.
- Detect and declare systemic events by identifying common root causes across individual tickets and triggering coordinated incident response.
- Serve as the 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 necessary diagnostic tooling, observability improvements, and platform fixes.
- Drive technical root cause analysis for Sev1 and Sev2 incidents, acting as the technical counterpart to the Principal Platform Advisor.
- Define and drive the development of diagnostic tooling, test frameworks, and automation to improve efficiency across support tiers.
- Mentor and provide final review for specialists within the function.
- Operate within a global follow-the-sun coverage model, with potential for occasional ad-hoc requirements outside standard hours.
Requirements
- Experience in technical support, solutions, or a platform-specialist role with a strong technical focus.
- Proficiency in root cause analysis, with comfort in working with logs, data, and systems.
- Understanding of LLM and AI system behavior, including common failure modes.
- Ability to clearly translate technical findings for both Product Operations and customer-facing teams.
- Effectiveness in cross-functional settings, capable of 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 patterns across cases and act on signals before they become customer-reported 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 workspace environment