• Triage incoming tickets from Slack, email, and web forms to optimize workflows, identify data discrepancies and improve integrations • Use Sentry, Elastic (ES|QL), and direct database queries to investigate root causes • Read application code using co-pilots (Django, React/TypeScript, GraphQL) to understand expected behavior and identify likely causes • Reproduce issues, document findings, and escalate with clear, evidence-backed write-ups when improvements or fixes are needed • Help developers build on Canvas using the FHIR API and the SDK • Answer "how to" questions about clinical workflows: charting, prescribing (including EPCS), lab ordering, billing/claims submission, patient portal configuration • Point customers to documentation, provide customer-specific guidance and drive an AI-assisted flywheel to improve this process • Handle account operations: account unlocks, staff provisioning, permission changes • Assist with onboarding configurations: fee schedules, ePrescribing enrollment, lab interface setup, SSO configuration • Verify data state using read-only SQL queries against customer databases • Identify patterns in repeat issues and advocate for product/engineering fixes • Contribute to internal runbooks and knowledge base articles • Help refine triage workflows and automation

About Eve Eve is redefining legal technology for plaintiff law firms, and we're building the team that will take us there. We help firms handle more cases, recover more for clients, and grow with AI that works across every stage of a case, from intake through resolution. The next generation of great plaintiff firms will be AI-Native, and Eve is how they get there. But what makes Eve different isn't just the product. It's how we build it. If you're someone who takes ownership, stays curious, and wants to build AI that's already changing how law is practiced, this is where you belong. Product-market fit: Eve is trusted by over 1000+ law firms, and we’re growing fast. Backed by top investors: We’ve raised over $160M from world-class partners including Spark Capital, Andreessen Horowitz(A16z), Menlo Ventures, and Lightspeed. Built by a world-class team: Engineers, designers, and operators from places like Scale, Meta, Airbnb, Cruise, Square, Rubrik, and Lyft are building Eve from the ground up. AI-Native from day one: We’re on the bleeding edge of AI, collaborating directly with teams at OpenAI and Anthropic to build best-in-class AI workflows tailored for legal work. Explosive growth: We are growing 2X revenue Quarter over Quarter. What You'll Do: - 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're Looking For: - Legal Tech Background: 2+ years of experience in legal technology support preferred, 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 Final compensation will be determined based on a variety of factors, including but not limited to relevant experience, skills, interview performance, and the scope and level of the role and candidate. US Base Salary Range $112,000—$125,000 USD Benefits 💰 Competitive Salary & Equity 💹 401(k) Program with Employer Matching ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚗 Commuter Benefits* 🧑‍💻 Autonomous Work Environment 🖥️ Workplace Setup Reimbursement 🏠 Telecomm Stipend 🏝 Flexible Time Off (FTO) + Holidays 🚀 Quarterly Team Gatherings 🥪 In office Perks* *In office employees only Eve Legal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to your recruiter. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• Provide L1 & L2 support to customer and partner organisations, working with the customer to understand the issue, assisting in the reproduction of the issue in a lab environment, and raising internal bug tickets. • Build expertise in the use of Screening across many different customer configurations, keeping abreast of the issues most important to them. • Work closely with our deep support engineers to provide technical advice to ensure the time they spend on a ticket is limited to their strengths. • Work closely with our internal product, development and QA teams to suggest improvements to our processes which in turn improve the quality of our deliverables.  This may include recommendations for in-app documentation or UI-based hints, suggestions for added tests that could be performed, or sharing knowledge of how a customer is using our product. • Develop internal reports to help the company understand the scale and challenge of supporting our products around the world.    • Provide knowledge transfer and documentation improvements related to Support Incidents via our Knowledge Bases, service management portal, and directly to your immediate support team. • The knowledge gained from the understanding of the development process of software is vital to your ability to debug issues from basic triage through to Level 2 investigations.  Your goal is to alleviate pressure on the customer first, but to try to avoid impacting engineering plans as well. • You will make every effort to improve our relationship with our customers, with direct access to our customer community as well as our internal stakeholders.  • Your goal is to make the customers based in your region our biggest fans by being responsive to their concerns.

Ripjar specialises in the development of software and data products that help governments and organisations combat serious financial crime. Our technology is used to identify criminal activity such as money laundering and terrorist financing and enables organisations to enforce sanctions at scale to help combat rogue entities and state actors.  Team mission:   Our team enables the delivery of high-quality software to a variety of environments through technical skills, process implementation and software management, anchored in a continuous innovation culture.  The role:  As a Product Support Engineer at Ripjar, you will have a good understanding of Ripjar’s Screening software to include operation, management, and analysis, and over time will have a breadth of knowledge that many other engineers will not have. While this is mostly learned on the job, you must have the skills on which to build this knowledge.   You will be responsible for investigating issues encountered by our customers in our software and will work closely with these customers, other product support engineers, our software engineers and our partners to reproduce the issues in our own environment. You will be an ambassador of our product in the APAC region, representing Ripjar in complex situations where your patience, persistence, positivity and problem-solving skills will be your signature.  Please note this role will be a permanent position working the hours of midnight to 8am UK time to help us provide follow-the-sun support to our global customers. On top of your regular salary, you will receive a shift-work allowance.   What you'll be doing:  - Provide L1 & L2 support to customer and partner organisations, working with the customer to understand the issue, assisting in the reproduction of the issue in a lab environment, and raising internal bug tickets.  - Build expertise in the use of Screening across many different customer configurations, keeping abreast of the issues most important to them.  - Work closely with our deep support engineers to provide technical advice to ensure the time they spend on a ticket is limited to their strengths.  - Work closely with our internal product, development and QA teams to suggest improvements to our processes which in turn improve the quality of our deliverables.  This may include recommendations for in-app documentation or UI-based hints, suggestions for added tests that could be performed, or sharing knowledge of how a customer is using our product.  - Develop internal reports to help the company understand the scale and challenge of supporting our products around the world.     - Provide knowledge transfer and documentation improvements related to Support Incidents via our Knowledge Bases, service management portal, and directly to your immediate support team.  - The knowledge gained from the understanding of the development process of software is vital to your ability to debug issues from basic triage through to Level 2 investigations.  Your goal is to alleviate pressure on the customer first, but to try to avoid impacting engineering plans as well.  - You will make every effort to improve our relationship with our customers, with direct access to our customer community as well as our internal stakeholders.   - Your goal is to make the customers based in your region our biggest fans by being responsive to their concerns.