Platform Reliability & AI Incident Lead

Legora AB; New York (NY); On-site; Confidential; Full time

Job summary

Legora AB is redefining how legal work gets done, with an AI-native workspace.

As the final technical authority on platform behavior, you will own deep technical escalations, ensure alignment with customer experiences, and collaborate with Product Operations and Engineering to drive root-cause analysis and platform improvements.

You will build diagnostic tooling, guide incident response, and mentor teams while operating in a global follow-the-sun model.

Qualifications

• Experience in technical support, solutions, or platform specialist roles.
• Strong root-cause analysis using logs, data, and systems.
• Understanding of how LLM and AI systems behave and failure modes.
• Ability to translate technical findings for Product Operations and customers.
• Cross-functional effectiveness and ability to represent support perspectives.

Responsibilities

• Own the hardest problems: drive root-cause through log and data analysis.
• Validate platform behavior before release and document divergences from spec.
• Detect systemic events and trigger coordinated incident response.
• Be the AI subject-matter expert on platform behavior and outputs.
• Advocate for diagnostic tooling and observability improvements with Product Ops.
• Serve as technical counterpart to resolve Sev1/Sev2 incidents with Engineering.
• Build automation and test frameworks to speed up incident handling.
• Mentor and review colleagues across the function.
• Operate in a global follow-the-sun coverage model with occasional off-hours.

Skills

Technical support

Root-cause analysis

LLM/AI systems understanding

Cross-functional collaboration

Pressure management

Job description

Legora AB is redefining how legal work gets done, with an AI-native workspace.

As the final technical authority on platform behavior, you will own deep technical escalations, ensure alignment with customer experiences, and collaborate with Product Operations and Engineering to drive root-cause analysis and platform improvements.

You will build diagnostic tooling, guide incident response, and mentor teams while operating in a global follow-the-sun model.