Principal Technical Support Engineer (AI)

TL;DR

Principal Technical Support Engineer (AI): Acting as the final technical authority to resolve the most complex platform escalations and validate AI behavior before release with an accent on root cause analysis and system-level diagnostics. Focus on bridging the gap between product specifications and real-world AI performance to ensure reliability for global legal teams.

Location: On-site in Sydney

Company

Legora is an AI-native workspace provider that streamlines legal workflows for the world's leading law firms.

What you will do

• Own the deepest technical escalations and drive them to root cause using log and system-level analysis.
• Validate platform behavior during beta testing and pre-GA investigations to identify divergences from specifications.
• Identify systemic patterns across individual tickets to trigger coordinated incident responses for Sev1 and Sev2 events.
• Serve as the subject-matter expert on AI output patterns, retrieval quality, and document processing.
• Collaborate with Product and Engineering teams to advocate for observability improvements and platform fixes.
• Develop diagnostic tooling, test frameworks, and automation to increase efficiency across all support tiers.

Requirements

• Extensive experience in deep technical support, solutions, or platform-specialist roles with a strong technical bent.
• Strong proficiency in performing root cause analysis using logs, data, and system diagnostics.
• Deep understanding of LLM and AI system behavior and their common failure modes.
• Ability to translate complex technical findings for both engineering and customer-facing teams.
• Experience managing major escalations under pressure in cross-functional environments.
• Must be based in Sydney for on-site work

Nice to have

• Background in legal AI, document processing, or retrieval-augmented generation (RAG) systems.

Culture & Benefits

• Opportunity to shape AI adoption for leading global legal teams.
• Collaborative global environment partnering with teams across multiple regions.
• Competitive salary and comprehensive benefits package.
• High-performance, in-person workspace designed for ambitious builders.