Remote AI Legal Tech Support Lead

Remote; San Francisco (CA); Remote; USD 50,000 - 80,000; Full time

Job summary

Eve, a leader in AI-powered legal tech, is seeking a Technical Support Specialist to serve as the frontline for customers using Eve's legal AI solutions. You'll handle critical tickets with a 2-hour SLA, troubleshoot issues, coordinate feature requests with product teams, assist with system setup, and maintain self-service docs to improve customer success.

This remote role supports enterprise clients and fast-paced environments.

Qualifications

• 2+ years of experience in legal technology support preferred.
• Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow) and CRM platforms.
• Strong troubleshooting skills with SaaS platforms and APIs, and ability to explain technical concepts to legal professionals.

Responsibilities

• Respond to customer support tickets within a 2-hour SLA.
• Investigate, troubleshoot, and resolve technical issues across Eve's product suite.
• Collect, document, and prioritize customer feature requests, acting as the bridge between customers and product teams.
• Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflows.
• Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilities.
• Identify and elevate complex technical issues to appropriate teams while maintaining customer communication.

Skills

Ticket Management

Bug Resolution

Feature Request Coordination

System Implementation Support

Documentation

Escalation Management

SLA Management

Communication Skills

Tools

Zendesk

Freshdesk

ServiceNow

Job description

Eve, a leader in AI-powered legal tech, is seeking a Technical Support Specialist to serve as the frontline for customers using Eve's legal AI solutions. You'll handle critical tickets with a 2-hour SLA, troubleshoot issues, coordinate feature requests with product teams, assist with system setup, and maintain self-service docs to improve customer success.

This remote role supports enterprise clients and fast-paced environments.