As a Technical Support Specialist, manage customer support tickets, resolve bugs, communicate with clients, and document processes to ensure customer satisfaction with legal tech solutions.
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 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, 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
Benefits:
- Competitive Salary & Equity
- 401(k) Program & company match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Commuter Benefits
- Autonomous Work Environment
- In-Office/Home Office Setup Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In office Perks
Top Skills
APIs
Crm Platforms
Freshdesk
SaaS
Servicenow
Zendesk
Similar Jobs
Software
The Technical Support Specialist provides technical support for POS software and hardware, troubleshooting issues and maintaining customer relationships.
Top Skills:
FirewallsNetwork ProtocolsPos SoftwareSQL ServerSwitchesWindows Operating Systems
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
As the Website Marketing Lead, you will execute global website strategy, optimize user experience, drive engagement, and manage cross-functional projects to enhance Circle's web presence.
Top Skills:
ContentfulGoogle AnalyticsSupersetWebflow
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency • Web3
The Project Manager, Payroll & Stock will coordinate cross-functional projects ensuring compliance and efficiency in payroll and stock operations. Responsibilities include managing vendor relationships, system integrations, and audit responses while supporting global payroll expansion.
Top Skills:
DeelFidelityUkgWorkday
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
