Technical Support Specialist

Empower Legal Teams with Expert Technical Support

Eve is on a mission to transform the legal tech industry with AI-driven solutions that help plaintiff attorneys achieve success. As a Technical Support Specialist, you will be the first line of support for our customers, ensuring they have seamless experiences with Eve’s legal AI tools. You’ll troubleshoot technical issues, manage critical tickets, coordinate feature requests, and assist with system implementations—all while delivering exceptional customer service.

Key Responsibilities of a Technical Support Specialist

• Ticket Management: Respond to customer support tickets within a 2-hour SLA, ensuring timely resolution and excellent customer experience.

• Bug Resolution: Troubleshoot and resolve technical issues across Eve’s product suite, collaborating closely with engineering teams as needed.

• Feature Request Coordination: Collect, document, and prioritize customer feature requests, acting as a bridge between clients and product development.

• System Implementation Support: Assist customers with setup, configuration, and integration into existing legal workflows.

• Documentation: Maintain knowledge base articles, guides, and troubleshooting resources to enhance self-service support.

• Escalation Management: Identify and escalate complex technical issues while keeping customers informed throughout resolution.

What We Are Looking For

• Legal Tech Experience: 2+ years supporting law firms or legal technology, understanding legal operations and software ecosystems.

• Support Systems Expertise: Proficiency with ticketing platforms (Zendesk, Freshdesk, ServiceNow) and CRM/support workflow tools.

• Technical Proficiency: Strong SaaS troubleshooting skills, familiarity with APIs, and ability to explain technical concepts to legal professionals.

• SLA Management: Proven track record of meeting tight response time goals and maintaining high customer satisfaction.

• Communication Skills: Excellent written and verbal communication, capable of interacting with technical and non-technical stakeholders.

Ideal Candidate Attributes

• Familiarity with legal practice management software, case management systems, or legal AI tools.

• Experience in enterprise customer-facing technical roles.

• Strong analytical and problem-solving skills in fast-paced environments.

• Knowledge of legal compliance requirements and data security standards.

• Passion for customer success and building long-term client relationships.

• Ability to work independently in a remote environment while collaborating effectively with teams.

Benefits & Perks

• Competitive salary with equity options.

• 401(k) program with company match.

• Health, dental, vision, and life insurance.

• Short-term and long-term disability coverage.

• Commuter benefits and in-office/home office setup reimbursement.

• Flexible time off (FTO) plus holidays.

• Quarterly team gatherings and office perks.

• Autonomous work environment promoting flexibility and ownership.