Technical Platform Expert - Stockholm
Stockholm HQ • FullTime
Posted 2mo ago
Job Location
Stockholm HQ
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, bridging the gap between product specifications and customer experience. This role focuses on investigative judgment and platform mastery rather than coding, ensuring the platform performs as promised and mitigating risks for clients. You will handle the most complex technical escalations, validate the platform before release, and identify systemic issues within AI systems. Your expertise will be crucial in ensuring the reliability and accuracy of our AI-native workspace for legal professionals.
Responsibilities
- Take ownership of the most challenging technical escalations and drive them to root cause analysis using logs, data, and system-level analysis.
- Validate platform behavior before release through beta testing and pre-GA investigations, identifying discrepancies between spec and reality.
- Detect and declare systemic events by identifying common root causes across individual issues and triggering coordinated incident response.
- Act 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 and platform improvements.
- Drive technical root cause analysis during Sev1 and Sev2 events, acting as the technical counterpart to the Principal Platform Advisor.
- Develop and implement diagnostic tooling, test frameworks, and automation to enhance the efficiency of support tiers.
- Mentor and provide final review for specialists within the function.
- Contribute to a global follow-the-sun coverage model, with potential for occasional ad-hoc work 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.
- Background in legal AI, document processing, or retrieval-augmented systems is 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 environment