Job Overview
Location
Sydney
Job Type
Full-time
Category
Engineering
Date Posted
July 14, 2026
Full Job Description
đź“‹ Description
- • Own the hardest problems: Take the deepest technical escalations from across the function 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 where real platform behavior diverges from the spec, pressure-test workflows under real conditions, and deliver findings to Product Operations with clear reproduction steps before they become customer-facing incidents.
- • Detect and declare systemic events: Identify when individual tickets share a common root cause and trigger coordinated incident response before volume makes the pattern undeniable. Own the signal that turns a cluster of cases into a declared Sev1 or Sev2 incident.
- • Be the AI subject-matter expert: Serve as the 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 the real-world pattern of platform failures into product reviews, release planning, and engineering discussions. Surface what the support tiers see that Product Operations does not, and advocate for the diagnostic tooling, observability improvements, and platform fixes that make the function faster and the product more reliable.
- • Drive technical root cause in incidents: Serve as the technical counterpart to the Principal Platform Advisor on Sev1 and Sev2 events, owning real-time diagnosis, Engineering liaison, and the technical path to resolution while the PPA holds customer coordination. Hand confirmed defects to Product Operations with clean reproduction steps and impact assessment.
- • Build leverage: Define and drive the diagnostic tooling, test frameworks, and automation that make every tier faster. Feed escalation trends back into product and process improvements, partnering with Product Operations to close the loop.
- • Raise the bar: Mentor and serve as final-filter reviewer for the specialists across the function.
- • Cover the clock: This role operates within a global follow-the-sun coverage model. Working hours may include occasional ad-hoc requirements outside the standard schedule. We will communicate any such requirements as early as practicable.
🎯 Requirements
- • You have worked deep in technical support, solutions, or a platform-specialist role with a strong technical bent.
- • You are rigorous about the root cause, and logs, data, and systems are where you are at home.
- • You understand how LLM and AI systems behave, including how failure modes present to users.
- • You translate technical findings clearly for both Product Operations and customer-facing teams.
- • You are effective in cross-functional settings. You can represent the support function's perspective in engineering and product conversations and translate field patterns into product arguments that land.
- • You are composed under pressure and have experience working major escalations in parallel with customer-facing teams, without losing rigor on the technical investigation.
- • You think in patterns across cases, not just within them, and you act on a signal before it becomes a problem the customer names first.
- • A background in legal AI, document processing, or retrieval-augmented systems is a plus.
🏖️ Benefits
- • Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market.
- • Meaningful work: Your work shapes how the world’s leading legal teams adopt AI day to day.
- • Competitive package: Comprehensive salary, benefits, and the tools to do your best work.
- • In-person environment: A workspace built for ambitious builders.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Legora
Legora is a company focused on providing innovative solutions in the technology sector. Their core offerings revolve around [mention specific areas if known, e.g., software development, AI, data analytics, cloud services]. They aim to empower businesses by leveraging cutting-edge technologies to enhance efficiency, drive growth, and solve complex challenges. Legora prides itself on its team of experts who are dedicated to delivering high-quality products and services tailored to meet the unique needs of their clients. The company is committed to fostering long-term partnerships and contributing to the advancement of digital transformation across various industries. Their approach emphasizes collaboration, agility, and a deep understanding of market trends.
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