Lead Technical Support Analyst

EvenUp is one of the fastest-growing generative AI startups in history, on a mission to level the playing field for personal injury victims, which range from motor vehicle accidents to child abuse cases. Our products empower law firms to secure faster settlements, higher payouts, and better outcomes for those who need it most.

We are seeking a Lead Technical Support Analyst to join our growing team. This individual will play a critical role in ensuring the day-to-day operational excellence of our support function while helping to build scalable support processes for the future. The ideal candidate is a proactive problem-solver with a passion for mentoring others and optimizing customer experiences.
This role involves hands-on problem resolution, process development, team coordination, and a deep partnership with Product, Engineering, and Customer Success teams. You will lead a group of support analysts, enabling them to deliver high-quality, timely support to our users while also driving improvements in documentation, workflows, and tooling.

What you'll do:

• Provide mentorship to technical support analysts, providing daily oversight, performance coaching, and professional development.

• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.

• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.

• Develop and refine support processes to improve efficiency, consistency, and scalability.

• Create and maintain internal documentation, FAQs, and knowledge base articles to support both internal staff and end users.

• Track support metrics and team performance, using data to inform decision-making and process improvements.

• Support onboarding and training of new analysts and assist in hiring as the team grows.

• Champion a culture of empathy, accountability, and continuous improvement within the support organization.

What we look for:

• Secondary education in a relevant field (e.g., Information Technology, Business, Legal Studies, or equivalent experience).

• 3+ years of experience working in a customer support function preferably in a SaaS environment.

• Strong technical troubleshooting skills and a customer-first mindset.

• Proven ability to build and optimize support workflows and documentation systems.

• Excellent verbal and written communication skills, with an ability to translate technical language into user-friendly terms.

• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.

• Familiarity with legal software, legal operations, or legal tech is a plus.

Notice to Candidates:

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team – please know that we have no affiliation or connection to these situations. We only post open roles on our career page (https://jobs.ashbyhq.com/evenup) or reputable job boards like our official LinkedIn or Indeed pages, and all official EvenUp recruitment emails will come from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com or [email protected] email address. 

If you receive communication from someone you believe is impersonating EvenUp, please report it to us by emailing [email protected]. Examples of fraudulent email domains include “careers-evenuplaw.com” and “careers-evenuplaws.com”. 

Benefits & Perks:

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, here is a preview of what we offer:

• Choice of medical, dental, and vision insurance plans for you and your family

• Flexible paid time off

• 10 US observed holidays, and Canadian statutory holidays by province

• A home office stipend

• 401(k) for US-based employees

• Paid parental leave

• Sabbatical program

• A meet-up program to get together in person with colleagues in your area

• Offices in San Francisco and Toronto

Please note the above benefits & perks are for full-time employees

About EvenUp:

EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at www.evenuplaw.com.

EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.