Company Overview At Eve, we’re redefining what’s possible in legal technology. Our mission is to empower plaintiff law firms with AI-driven solutions that elevate how they operate, serve clients, and grow. We believe the future of law will be built by “AI-Native Law Firms” — firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work. Eve’s technology augments the capabilities of attorneys across every stage of a case — from intake and document review to strategy and settlement — so they can focus on what truly matters: achieving the best outcomes for their clients. Our vision is simple yet transformative: enable every firm to operate at its highest potential through the power of AI. Why Join Eve: This is not a traditional support role. Eve’s Technical Support Engineers are technical problem solvers who work at the intersection of a cutting-edge AI product and the 850+ plaintiff law firms that depend on it. When a paralegal reports that a medical chronology “doesn’t look right,” your job is to determine whether that’s a retrieval issue, a data ingestion problem, a model behavior question, or user error. You’ll investigate using AI observability tooling, document your findings with precision, and either resolve the issue or hand engineering a complete diagnostic they can act on immediately. A significant portion of this role involves investigating AI output quality — understanding why the product generated what it did and whether the result is correct, incomplete, or wrong. The rest is split between diagnosing traditional technical issues (document formatting, cloud storage sync, integrations) and building the support infrastructure itself: writing SOPs, expanding the knowledge base, and helping shape our AI agent rollout. This is a ground-floor opportunity. Eve’s support team is growing, with AI agent augmentation actively rolling out. You’ll help build the playbook at a fast-growing, Series B legal AI company backed by Spark Capital, a16z, Menlo Ventures, and Lightspeed — not maintain someone else’s What You Will Accomplish: - Investigate AI Output Quality: When customers report issues with AI-generated legal documents, you investigate. You’ll use AI observability tooling to trace model inputs, outputs, and reasoning. You’ll verify claims against source documents and determine whether the issue is a retrieval failure, a data ingestion problem, a prompt issue, or expected model behavior. You clearly communicate your findings to non-technical legal professionals. - Diagnose Technical Issues: Troubleshoot cloud storage sync failures (SharePoint, OneDrive, Dropbox), document formatting and export issues, file handling errors, integration configuration problems, and processing performance issues. Resolve what you can independently and escalate what you can’t with full diagnostic evidence. - Deliver Engineering-Ready Escalations: Every escalation you send to engineering includes an issue summary, trace logs, verified reproduction steps, document context, and business impact assessment. You set the quality bar for how support communicates with engineering. - Operate with Speed: Respond to customer support tickets within SLA. Prioritize ruthlessly. Manage multiple threads without dropping context. - Build the Support Infrastructure: Write SOPs, troubleshooting runbooks, and knowledge base articles. Contribute to our AI agent rollout by optimizing content for AI consumption. Help build the onboarding program for future support engineers. You are joining a team that is actively building its processes, not maintaining them. - Build with AI: Use AI tools daily to accelerate support workflows — drafting responses, analyzing ticket patterns, and diagnosing product behavior. Help shape how Eve deploys AI agents for first-touch triage and self-service resolution. Define what AI-native support looks like in legal tech. What We Are Looking For: - AI Debugging Ability: You can investigate why an AI-generated document produced an unexpected result. You’re comfortable navigating AI observability and tracing tooling to understand model behavior. You can distinguish between a retrieval failure, a prompt issue, and a data ingestion problem — and explain the difference to a paralegal. - Technical Depth: You can read logs, trace API calls, debug OAuth token expirations, diagnose cloud storage sync failures, and reason about what’s happening under the hood of a SaaS product. You don’t need to be a software engineer, but you think like one when troubleshooting. - Structured Escalation Discipline: You document your work with precision. Your bug reports include trace logs, reproduction steps, relevant context, and a clear classification of the issue type. Engineering can pick up your escalation and start working immediately without asking follow-up questions. - Exceptional Communication: You can explain complex technical and AI-specific issues to attorneys who don’t care about your stack. You write clearly, concisely, and with empathy. You know when to simplify and when to be precise. - Ownership Mentality: You take personal responsibility for customer outcomes. You follow through until the problem is solved, not just escalated. You don’t wait to be told what to do. You Will Thrive in This Role If You Have: - 3+ years in a technical support, support engineering, or technical customer-facing role at a SaaS company - Experience supporting AI-powered or ML-driven products, with exposure to LLM observability or evaluation platforms - Background in legal technology, law firm IT operations, or professional services software - Familiarity with APIs, webhooks, OAuth, and integration debugging — especially cloud storage integrations (SharePoint, OneDrive, Dropbox) - Experience writing scripts (Python, JS) to automate support workflows or analyze data - Comfort with SQL for querying logs or data analysis - Understanding of prompt engineering concepts, retrieval-augmented generation (RAG), and LLM behavior patterns - History of contributing to SOPs, runbooks, knowledge bases, or internal tooling that materially improved team performance - Ability to work independently in a remote environment while collaborating effectively across team

• Collaborate with Platform Support peers to provide best-in-class customer service and support to internal and external customers for incidents, problems, and service requests • Support company products and applications (web and desktop applications implemented and used within the company) • Manage and coordinate urgent and complicated support issues • Determine root cause of issues and communicate appropriately to internal customers • Work with Atlassian ITSM ticketing system and achieve Service Level Targets • Communicate clearly and efficiently with Platform Support team and other peers • Assist in and prepare Platform Support documentation

• Resolve IT concerns such as login complications, password resets, and malfunctioning remote access trackers. • Deliver technical assistance through telephone, email, and chat channels. • Aid in the generation, revision, and timely dispatch of invoices. • Orient customers through the initial phases of platform/product engagement. • Facilitate customer onboarding onto the platform by devising instructional workflows and FAQs. • Record customer engagements within the CRM system, ensuring the accuracy and currency of records. • Utilize the client's ticketing system to monitor service inquiries and gather customer feedback.

The job profile for this position is Presale Support Analyst, which is a Band 2 Senior Contributor Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Position Purpose The Presale Analyst is an entry level presale position that partners closely with new and existing business sales team members to enable and support the growth of client and consultant relationships. The Presale Analyst will partner with internal matrix partners during the Request for Proposal (RFP) and Request for Information (RFI) process and coordinates and drives activity and communication to ensure alignment with client strategy and Cigna's market message. This position ultimately ensures the final product is high quality, depicts Cigna's value proposition, resonates with Cigna's Government and Education prospects and meets all procurement specifications. Responsibilities - Project Manager for Government and Education RFPs for Select, Middle Market and National - Manage new business and existing business RFP process end to end for medical, clinical, dental, pharmacy, behavioral, vision, and stop loss RFPs - Manage straightforward, standard RFPs with ease - Thoroughly reviews and analyzes the solicitation and related documents, including identification of missing data and identifying any potential concerns or challenges - Responsible for RFP from initial review and down streaming to final review and submission, follow-up questions, Best and Final Offer, and other RFP-related requests - Ensure Salesforce.com entry and accuracy - Partner with sales and account teams to determine strategy for RFP, ensure strategy is reflected in proposal - Understand and correctly apply all established processes and SOPs, within expected timelines - Lead internal teams to secure any non-standard approvals and include in response - Manage RFP volume efficiently and effectively during peak selling season - Collaborate with Production Team on Hard Copy Proposal Requests - Ownership of coordinating and driving deliverables for assigned RFPs - Coordinate Status Calls with Sales and Matrix Partners - Support sales and account teams for finalist meeting preparation Strategic Partner – Internal & External Sales and Account Teams - Manage relationships with aligned sales and account team members - Demonstrate reputation as customer-centric partner among sales partners and key stakeholders, collaborating regularly with matrix partners to achieve objectives and improve business results. Internal Matrix Partners - Quarterback all internal matrix partners working on RFP, including sales and account teams, underwriting, performance guarantee, PBAB, GeoAccess, RSU, ASU, clinical product, network contracting, implementation, etc. - Engage matrix partners as applicable through process and remain connected and available to them - Manage internal deadlines and address issues as they arise External Consultants - Respond to consultant emails/requests in timely fashion - Serve as external presence along with sales and account teams during RFP process Qualifications - BA/BS preferred or equivalent work experience - Familiarity with Salesforce.com - Excellent interpersonal skills including the ability to work as a member of various teams or to work independently as required - Ability to handle challenges and be assertive, yet professional, in interfacing with internal personnel with respect to acquiring their inputs for the proposal - Willingness to acquire the appropriate skill set to manage complex/high profile RFPs - Willingness to become proficient in G&E market nuances - Strong planning/organizational skills; ability to prioritize multiple projects and activities simultaneously - Ability to work in a deadline driven environment - Strong written and oral communication skills - Strong personal computing skills and proficiency in the Microsoft Office suite of programs If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an hourly rate of 26 - 40 USD / hourly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.