Technical Support Specialist

📋 Description

• • Own the end-to-end customer support journey for Eve’s AI-driven legal platform, acting as the primary technical lifeline for plaintiff attorneys across the United States. You will field every inbound ticket, chat, and email, ensuring that no question goes unanswered and no bug lingers unresolved.
• • Deliver lightning-fast first responses within our strict 2-hour SLA while maintaining an empathetic, plain-English tone that demystifies complex AI workflows for busy legal professionals juggling court deadlines and client demands.
• • Diagnose, reproduce, and resolve technical issues spanning our entire product suite—from intake automation and document generation to predictive analytics dashboards—leveraging browser dev tools, API logs, SQL queries, and close partnership with engineering to ship fixes or work-arounds that keep firms running smoothly.
• • Shepherd customer feature requests from initial spark to prioritized roadmap item: capture detailed use-cases, quantify business impact, and present data-driven recommendations to product managers so the voice of the customer directly shapes Eve’s next breakthrough.
• • Guide new clients through technical onboarding, including SSO configuration, custom field mapping, and integration with practice-management systems like Clio, Litify, or TrialWorks, ensuring each firm’s unique workflows are mirrored accurately inside Eve.
• • Build and continuously refine a self-service knowledge base—how-to articles, video walkthroughs, and troubleshooting playbooks—that slashes ticket volume and empowers attorneys to solve routine issues without ever picking up the phone.
• • Own escalation workflows for P1 incidents: coordinate war-room Slack channels, provide concise status updates every 30 minutes, and draft post-mortems that turn customer pain into systemic improvements across support, engineering, and QA.
• • Monitor support metrics (CSAT, first-response time, resolution time, ticket backlog) in Zendesk Explore and build weekly dashboards that spotlight trends, celebrate wins, and flag risks before they snowball.
• • Champion Eve’s security and compliance standards—SOC 2, HIPAA, and state bar requirements—by guiding customers through data-retention settings, permission models, and audit-trail exports, ensuring every interaction reinforces trust.
• • Contribute to a culture of customer obsession by sharing frontline insights in monthly “Voice of Customer” sessions, influencing marketing collateral, sales battlecards, and CSM playbooks so the entire GTM org marches to the same drumbeat of client success.
• • Work fully remote with autonomy over your daily schedule while staying tightly synced with a distributed team across engineering, product, customer success, and sales through Slack huddles, Notion docs, and quarterly in-person gatherings.
• • Relish the rare opportunity to shape a category-defining legal AI platform at a high-growth startup where your fingerprints will be on every major release and your career trajectory can accelerate as fast as our product roadmap.