Platform Consultant - Sydney
On-siteSydney, New South Wales, Australia
Job Summary
Own Enterprise and Strategic Premium issues end-to-end, from first signal to resolution, maintaining clean handoffs across global time zones. Master the Legora platform to diagnose complex, high-impact problems, translating technical detail into concise guidance for demanding legal users. Resolve every issue before escalation, routing only when necessary with complete diagnostics and recommended paths. Drive improvements by spotting recurring pain points and partnering with Product and Engineering to fix them at the source, producing reusable artifacts that raise the team's baseline. Cover your share of the global handoff rhythm, ensuring enterprise clients never feel the seams between regions.
Required Qualifications
- You have owned complex, high-stakes B2B relationships and consistently delivered exceptional outcomes for demanding professional clients.
- You turn frustrated users into advocates, and you take pride in the quality of every resolution.
- You notice patterns, surface issues before they escalate, and collaborate across functions to fix them for good.
- You are technically curious, learn new software quickly, and explain hard concepts simply.
- You write clearly under pressure: crisp updates with confirmed facts, named owners, and next steps, without speculation.
- You are fluent with support tooling such as Intercom, Zendesk, or similar platforms.
- Own it end-to-end: Take ownership of Enterprise and Strategic Premium issues from first signal to resolution.
- Master the platform: Build deep expertise across Legora, including Assistant, Tabular Review, Workflows, Editor, and the Word Add-in, to diagnose and resolve complex, high-impact issues that demand structured thinking and sound judgment.
- Communicate with authority: Translate technical detail into concise, confident guidance for demanding professional users, and guide legal teams through complex workflows.
- Resolve first: Own every issue to resolution before escalating.
- Drive improvements: Spot recurring issues and user pain points, and partner with Product, Engineering, and Legal Engineering to fix them at the source.
- Set the standard: The way you handle enterprise readiness, escalation precision, and handoff quality today becomes the benchmark the team scales from.
- Cover the clock: Own your share of the global handoff rhythm.
- When you come on, pick up open issues with full context.
- When you hand off, leave nothing ambiguous.
Desired Qualifications
- A background in SaaS, AI, or legal tech is a strong plus.
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