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As a Lead Technical Support Specialist, you'll provide support for customers using legal AI solutions, manage tickets, troubleshoot issues, and facilitate feature requests, ensuring high satisfaction and effective communication.
Company Overview
At 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 experience
- Bug Resolution: Investigate, troubleshoot, and resolve technical issues across Eve's product suite, working closely with engineering teams when necessary
- Feature Request Coordination: Collect, document, and prioritize customer feature requests, serving as the bridge between customers and product development teams
- System Implementation Support: Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflows
- Documentation: Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilities
- Escalation 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 preferred, with understanding of law firm operations and legal software ecosystems
- Support Systems Expertise: Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow), CRM platforms, and support workflow management tools
- Technical Proficiency: Strong troubleshooting skills with SaaS platforms, APIs, and ability to explain technical concepts to legal professionals
- SLA Management: Proven track record of meeting aggressive response time requirements and maintaining high customer satisfaction scores
- Communication 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 tools
- Background in customer-facing technical roles with enterprise clients
- Strong analytical and problem-solving capabilities in fast-paced environments
- Familiarity with legal industry 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 across teams
Top Skills
APIs
Crm Platforms
Freshdesk
SaaS
Servicenow
Zendesk
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