Technical Platform Expert - Sydney
Sydney • FullTime
Posted 2mo ago
Job Location
Sydney
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 promises and customer experience. This role focuses on investigative judgment and platform mastery rather than code writing, ensuring the platform functions as expected in real-world scenarios. You will handle the most complex technical escalations, validate the platform before release, and identify systemic issues. You will act as the AI subject-matter expert, represent the support function's voice in product and engineering discussions, and drive technical root cause analysis for critical incidents. Additionally, you will build leverage through diagnostic tooling and automation, mentor specialists, and contribute to a global, follow-the-sun coverage model.
Responsibilities
- Own and resolve the deepest technical escalations through rigorous log, data, and system-level analysis.
- Validate platform behavior against specifications during beta testing and pre-GA investigations.
- Identify and declare systemic events by detecting common root causes across individual tickets.
- Serve as the expert on platform behavior and AI output patterns, including accuracy and retrieval quality.
- Represent the support function's perspective in product reviews, release planning, and engineering discussions.
- Drive technical root cause analysis for Sev1 and Sev2 events, acting as the technical counterpart to the Principal Platform Advisor.
- Define and drive diagnostic tooling, test frameworks, and automation to improve efficiency.
- Mentor and serve as a final-filter reviewer for specialists across the function.
- Contribute to 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 using logs, data, and systems.
- Understanding of LLM and AI system behavior, including user-facing failure modes.
- Ability to translate technical findings clearly for both product operations and customer-facing teams.
- Effectiveness in cross-functional settings, advocating for the support function's perspective.
- 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-named 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