Enterprise Platform Support Specialist (AI Legal Tech)

TL;DR

Enterprise Platform Support Specialist (AI Legal Tech): Own complex enterprise support issues for an AI-native legal workspace, from initial signal through resolution, with an accent on platform expertise, precise communication, and global handoffs. Focus on diagnosing high-impact problems, guiding legal teams through sophisticated workflows, and driving product and engineering improvements from recurring issues.

Location: New York City; on-site

Salary: $124K–$146K per year, plus equity

Company

Legora builds an AI-native workspace that helps legal professionals analyze documents and manage end-to-end legal workflows more efficiently.

What you will do

• Own Enterprise and Strategic Premium support issues from first signal through resolution, maintaining clear handoffs across global teams.
• Develop deep expertise in Legora Assistant, Tabular Review, Workflows, Editor, and Word Add-in to diagnose complex platform issues.
• Translate technical details into concise guidance and help legal teams navigate complex workflows.
• Resolve issues independently and escalate with complete diagnostics, impact assessment, and recommended next steps when necessary.
• Identify recurring user pain points and partner with Product, Engineering, and Legal Engineering to address root causes.
• Create playbooks, troubleshooting guides, and resolution templates that improve enterprise support quality.

Requirements

• Experience owning complex, high-stakes B2B relationships with demanding professional clients.
• Strong customer focus and a track record of delivering high-quality resolutions.
• Ability to identify patterns, anticipate escalations, and collaborate across functions.
• Technical curiosity, fast software learning, and the ability to explain complex concepts clearly.
• Excellent written communication under pressure, with fact-based updates, named owners, and clear next steps.
• Fluency with support tools such as Intercom, Zendesk, or similar platforms.

Nice to have

• Background in SaaS, AI, or legal technology.

Culture & Benefits

• Work with legal teams and colleagues across major global markets.
• Contribute to the adoption of AI by leading legal organizations.
• Competitive compensation package with benefits, equity, and work tools.
• In-person work environment in New York City.
• High-ownership culture focused on excellence, direct feedback, and collective growth.