• Suporte técnico inicial aos usuários no uso de nossa plataforma de software; • Auxiliar os usuários, atendendo incidentes e respondendo dúvidas; • Realizar atendimento de chamados remotos pelos canais disponíveis (incluindo ligações e reuniões síncronas); • Analisar as solicitações dos clientes e executar procedimentos para resolução de problemas; • Diagnosticar falhas na plataforma Pulsus; • Fazer a abertura, direcionamento e acompanhamento de chamados, conforme os padrões de qualidade/SLA; • Fazer parte do time incrível de Suporte!

• Serve as the primary technical escalation point for API-related customer issues, responding via email, ticketing systems, and video calls with precision and clarity. • Triage and prioritize incoming issues with urgency, consistently meeting SLA targets while leveraging AI tools to work smarter and resolve issues faster. • Dig into complex issues across REST/GraphQL APIs, connectors, data pipelines, and SaaS integrations -- not just finding workarounds but partnering with Engineering to root-cause and drive real fixes. • Reproduce customer-reported bugs by inspecting API request/response payloads, connector logs, and sync state, and document findings with enough technical detail for Engineering to act on immediately. • Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration. • Get hands-on with customers building and debugging integrations, helping them navigate the Airbyte API and third-party APIs with confidence - from authentication and pagination to rate limiting, error handling, and webhooks. • Test and validate API endpoints, review request/response payloads, and guide customers through integration best practices. • Support customers with the Embedded API, covering source creation, connector template management, and widget token authentication. • Help customers building on the Airbyte Connector SDK find their footing, including YAML-based connector definitions, OpenAPI specs, and cassette-based testing workflows. • Contribute directly to Airbyte's open-source connectors and the Python Connector Development Kit (CDK) - fix bugs, improve error handling, add incremental sync support, and submit pull requests to the airbyte and airbyte-python-cdk repositories. • Build and ship features in the Connector Builder to improve the low-code/no-code experience for users creating API connectors using declarative YAML manifests. • Stay sharp on Airbyte's API surface, new connector releases, and platform updates so your guidance is always accurate and timely. • Be the voice of the customer within Airbyte, working closely with Engineering and Product to surface issues, advocate for feature requests, and ensure customer pain points actually influence the roadmap. • Partner with Solutions Engineering and Sales Engineering to provide white-glove technical onboarding for enterprise customers, including custom connector development, API integration architecture reviews, and production readiness assessments. • Train and mentor Technical Support Engineers on API connector concepts, including REST/GraphQL fundamentals, OAuth flows, pagination patterns, rate limiting strategies, error handling, and the Airbyte protocol (spec, discover, check, read). • Partner with Sales and Customer Success for technical conversations, onboarding, and expansion efforts, bringing the kind of product depth that helps close and retain customers.

• 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.