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Company OverviewAt Eve, we're redefining what's possible in legal technology. Our mission is to empower plaintiff law firms with AI-driven solutions that elevate how they operate, serve clients, and grow.We believe the future of law will be built by "AI-Native Law Firms" — firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work. Eve's technology augments the capabilities of attorneys across every stage of a case — from intake and document review to strategy and settlement — so they can focus on what truly matters: achieving t0he best outcomes for their clients.Our vision is simple yet transformative: enable every firm to operate at its highest potential through the power of AI.Why Join Eve:As a Technical Support Specialist, you'll be the frontline hero ensuring our customers receive exceptional technical assistance with Eve's legal AI solutions. You'll manage critical support tickets, resolve bugs, and facilitate feature requests while maintaining our commitment to rapid response times and customer satisfaction.What You Will Accomplish:Ticket Management: Respond to all customer support tickets within our 2-hour SLA, ensuring timely resolution and exceptional customer experienceBug Resolution: Investigate, troubleshoot, and resolve technical issues across Eve's product suite, working closely with engineering teams when necessaryFeature Request Coordination: Collect, document, and prioritize customer feature requests, serving as the bridge between customers and product development teamsSystem Implementation Support: Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflowsDocumentation: Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilitiesEscalation Management: Identify and escalate complex technical issues to appropriate teams while maintaining customer communication throughout the resolution processWhat We Are Looking For:Legal Tech Background: 2+ years of experience in legal technology support preferred, with understanding of law firm operations and legal software ecosystemsSupport Systems Expertise: Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow), CRM platforms, and support workflow management toolsTechnical Proficiency: Strong troubleshooting skills with SaaS platforms, APIs, and ability to explain technical concepts to legal professionalsSLA Management: Proven track record of meeting aggressive response time requirements and maintaining high customer satisfaction scoresCommunication Skills: Exceptional written and verbal communication abilities, with experience presenting solutions to both technical and non-technical stakeholdersYou Will Thrive in This Role If You Have:Experience with legal practice management software, case management systems, or legal AI toolsBackground in customer-facing technical roles with enterprise clientsStrong analytical and problem-solving capabilities in fast-paced environmentsFamiliarity with legal industry compliance requirements and data security standardsPassion for customer success and building long-term client relationshipsAbility to work independently in a remote environment while collaborating effectively across teamsAI DisclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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