Platform Consultant - NYC

Legora•New York, NY

5d•$124,000 - $146,000•Onsite

About The Position

Our Enterprise and Strategic clients are among the most demanding legal teams in the world, and they expect a team that is prepared, consistent, and technically deep. In legal services, an error or a delayed response carries consequences beyond a frustrated customer: deadlines are fixed, privilege is non-negotiable, and the trust clients place in Legora reflects the trust they carry for their own clients. As a Platform Consultant, you are part of that global dedicated team, owning issues end-to-end and holding the enterprise readiness standard across every handoff. This is a high-judgment, high-craft seat, and an early one, so you will help build the function as you run it.

Requirements

Owned complex, high-stakes B2B relationships and consistently delivered exceptional outcomes for demanding professional clients.
Ability to turn frustrated users into advocates and take pride in the quality of every resolution.
Ability to notice patterns, surface issues before they escalate, and collaborate across functions to fix them.
Technically curious, learn new software quickly, and explain hard concepts simply.
Ability to write clearly under pressure: crisp updates with confirmed facts, named owners, and next steps, without speculation.
Fluent with support tooling such as Intercom, Zendesk, or similar platforms.

Nice To Haves

A background in SaaS, AI, or legal tech is a strong plus.

Responsibilities

Own Enterprise and Strategic Premium issues from first signal to resolution.
Maintain clean handoffs across a global team so clients experience continuity and enterprise-grade consistency, regardless of time zone or shift.
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.
Translate technical detail into concise, confident guidance for demanding professional users, and guide legal teams through complex workflows.
Own every issue to resolution before escalating.
When escalation is the right call, route to the Technical Platform Expert or Principal Platform Advisor with complete diagnostics, clear impact, and a recommended path.
Spot recurring issues and user pain points, and partner with Product, Engineering, and Legal Engineering to fix them at the source.
Produce reusable artifacts (playbook sections, troubleshooting guides, resolution templates) that raise the team's baseline.
Handle enterprise readiness, escalation precision, and handoff quality to set the team's benchmark.
Own your share of the global handoff rhythm, picking up open issues with full context and leaving nothing ambiguous during handoffs.
Ensure enterprise clients do not feel the seams between regions.