Platform Support Architect for Enterprise SaaS

Menlo Ventures; Denver (CO); On-site; Confidential; Full time

Job summary

Legora, an AI-native legal tech company, is seeking a Platform Specialist in Denver to join its customer support team. You will deliver exceptional enterprise support, resolve complex issues, and become the go-to expert on the Legora platform for top law firms.

You’ll work with Product, Engineering, Legal Engineering, and Go-to-Market teams to ensure fast, structured, and helpful experiences. Experience with SaaS and legal tech is a plus.

Qualifications

• You’ve managed complex, high-stakes B2B relationships with ownership of issues.
• You’ve delighted demanding professional clients and turned users into advocates.
• You identify patterns and collaborate cross-functionally to drive improvements.
• You’re customer-obsessed and focused on user success.

Responsibilities

• Take end-to-end ownership of enterprise client issues, delivering fast, precise resolutions.
• Translate technical concepts into concise, actionable guidance.
• Develop deep product expertise to diagnose and resolve high-impact issues.
• Drive solutions by identifying recurring issues and collaborating with Product and Engineering.
• Maintain high-quality, detailed support experiences.
• Help build and maintain help documentation and FAQs.
• Contribute to scalable processes, workflows, and standards.
• Proactively monitor usage patterns to prevent issues.

Skills

B2B relationship management

Customer service excellence

Cross-functional collaboration

Technical curiosity

Tools

Intercom

Zendesk

Job description

Legora, an AI-native legal tech company, is seeking a Platform Specialist in Denver to join its customer support team. You will deliver exceptional enterprise support, resolve complex issues, and become the go-to expert on the Legora platform for top law firms.

You’ll work with Product, Engineering, Legal Engineering, and Go-to-Market teams to ensure fast, structured, and helpful experiences. Experience with SaaS and legal tech is a plus.