Company Overview:
Eve is on a mission to revolutionize the legal tech industry by providing innovative AI-driven solutions that empower plaintiff attorneys to succeed. Our values of Excellence, Visionary Innovation, and Elevation guide everything we do—from how we work as a team to how we serve our clients and their clients.
Why Join Eve:
As Eve's first 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 process
What We Are Looking For:
Legal Tech Background: 2+ years of experience in legal technology support, 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 stakeholders
You 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 teams
Benefits:
Competitive Salary & Equity401(k) Program & company matchHealth, Dental, Vision and Life InsuranceShort Term and Long Term DisabilityCommuter BenefitsAutonomous Work EnvironmentIn-Office/Home Office Setup ReimbursementFlexible Time Off (FTO) + HolidaysQuarterly Team GatheringsIn office Perks
