IT Support

ABOUT US Legora is redefining how legal work gets done. Not built for lawyers, built with them. We work alongside the world’s best legal teams, who expect excellence, precision, and speed, and we hold ourselves to the same bar. Our AI-native workspace lets legal professionals move faster, think more clearly, and operate with sharper precision. By analysing thousands of documents in minutes and powering end-to-end workflows, we cut through complexity, teams can focus on what matters: judgment, strategy, and outcomes. 1,000+ customers across 50+ countries trust us, including Cleary Gottlieb, Goodwin, Linklaters, White & Case, Dentons, and Barclays. We’ve scaled to $100M+ in ARR, with teams across Europe, North America and APAC, and continue to expand through acquisitions including Qura, Walter AI and Graceview. We partner with world-class performers: including Aaron Judge and the New York Yankees, Ludvig Åberg (and his caddie), and campaigns featuring Jude Law. Joining Legora means three things. * We lean in: ownership over titles, outcomes over intentions. * We fight for excellence: high standards, direct, ego-free feedback. * We grow together: as a team and with our customers. Mission before ego. Everyone contributes. No one coasts. If you’re driven by impact, pace, and raising the bar. This is the place. When an issue is too deep for any other tier, it comes to you. You are Legora's final technical authority on how the platform behaves in the real world, not just how it is specced to behave. In legal AI, that gap matters: a platform that behaves differently than promised is not just a bug report, it is a risk to a client's matter, their deadline, or their trust in the product. Your edge is investigative judgment and platform mastery, not writing code: you close the gap between what the product promises and what customers experience, before and after it ships. This is a parallel technical-authority seat working hand in hand with Product Operations, without the software development scope of an engineer. WHAT YOU’LL DO * Own the hardest problems: Take the deepest technical escalations from across the function and drive them to root cause through rigorous log, data, and system-level analysis. * Validate the platform before it ships: Support beta testing and pre-GA investigations. Identify where real platform behavior diverges from the spec, pressure-test workflows under real conditions, and deliver findings to Product Operations with clear reproduction steps before they become customer-facing incidents. * Detect and declare systemic events: Identify when individual tickets share a common root cause and trigger coordinated incident response before volume makes the pattern undeniable. Own the signal that turns a cluster of cases into a declared Sev1 or Sev2 incident. * Be the AI subject-matter expert: Serve as the expert on platform behavior and AI output patterns, including accuracy, retrieval quality, document processing, and anomalous output. * Be the support function's voice in Product and Engineering: Bring the real-world pattern of platform failures into product reviews, release planning, and engineering discussions. Surface what the support tiers see that Product Operations does not, and advocate for the diagnostic tooling, observability improvements, and platform fixes that make the function faster and the product more reliable. * Drive technical root cause in incidents: Serve as the technical counterpart to the Principal Platform Advisor on Sev1 and Sev2 events, owning real-time diagnosis, Engineering liaison, and the technical path to resolution while the PPA holds customer coordination. Hand confirmed defects to Product Operations with clean reproduction steps and impact assessment. * Build leverage: Define and drive the diagnostic tooling, test frameworks, and automation that make every tier faster. Feed escalation trends back into product and process improvements, partnering with Product Operations to close the loop. * Raise the bar: Mentor and serve as final-filter reviewer for the specialists across the function. * Cover the clock: This role operates within a global follow-the-sun coverage model. Working hours may include occasional ad-hoc requirements outside the standard schedule. We will communicate any such requirements as early as practicable. WHAT YOU BRING * You have worked deep in technical support, solutions, or a platform-specialist role with a strong technical bent. * You are rigorous about the root cause, and logs, data, and systems are where you are at home. * You understand how LLM and AI systems behave, including how failure modes present to users. * You translate technical findings clearly for both Product Operations and customer-facing teams. * You are effective in cross-functional settings. You can represent the support function's perspective in engineering and product conversations and translate field patterns into product arguments that land. * You are composed under pressure and have experience working major escalations in parallel with customer-facing teams, without losing rigor on the technical investigation. * You think in patterns across cases, not just within them, and you act on a signal before it becomes a problem the customer names first. * A background in legal AI, document processing, or retrieval-augmented systems is a plus. WHAT’S IN IT FOR YOU * Global collaboration: Partner with teams and clients across regions, on work that crosses every major legal market. * Meaningful work: Your work shapes how the world’s leading legal teams adopt AI day to day. * Competitive package: Comprehensive salary, benefits, and the tools to do your best work. * In-person environment: A workspace built for ambitious builders. Legora is an Equal Opportunity Employer At Legora, we believe great teams are built on diversity of thought and experience. We’re proud to be an equal opportunity employer and committed to creating an inclusive, high-performance culture where everyone can do their best work. We welcome people of all backgrounds and don’t discriminate based on race, color, religion, national origin, gender, gender identity or expression, sexual orientation, age, disability, veteran status, or any other characteristic protected by law.

P-1562 As a Leader within the Premier Support team at Databricks, you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents. THE IMPACT YOU WILL HAVE * Hire, onboard, and develop a top-tier team of designated support engineers (DSE) * Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences * Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs. * Contribute to program enhancements and offerings tailored to evolving customer needs * Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction * Conduct internal and external Support Experience QBRs WHAT WE LOOK FOR * 15+ years of industry experience, with at least 7+ years of management experience * Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles * Ability to work with strategic customers driving multiple completing priorities * Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP) * 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations * Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering * Experience with influencing senior executives and and senior customer leaders * B.S degree in Computer Science or a related field is required (M.S. preferred) About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.