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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
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
