A Little About Us EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com Job Summary: As a Support Engineer l you will be a part of our Support Services team that is 100% Remote working on a global team. You will be responsible for maintaining and managing Postgres databases, partnering closely with our clients by providing guidance, support and execution following best practices. What your impact will be: - Work with customers to provide in-depth technical troubleshooting and recommend appropriate workaround(s) and solutions for all EDB product lines and open-source PostgreSQL products. - Collaborate with and mentor junior and mid-tier support engineers to triage issues. - Create reproducible test cases, file development requests, and offer patches when possible. - Collaborate with development resources, many of whom are core members and major contributors to the PostgreSQL community, to identify bugs and performance bottlenecks - Serve as the primary point of contact to premium customers on priority engagements. - Document solutions, procedures, and standards for customers as well as for internal use. What you will bring: - 5+ years of significant experience with PostgreSQL, as well as experience with Oracle, MySQL, MongoDB, or equivalent knowledge - Bachelor's degree in Computer Science or equivalent knowledge - Working knowledge of PostgreSQL third-party tools (i.e., pgpool, patroni, pgbouncer, etc.) - Outstanding English communication skills (both written and verbal) - Strong problem-solving skills for abstract and complex issues - Quick-thinking, able to work well under pressure - Adept at documenting efforts, actions, and results - Experience liaising with Engineering teams What will give you an edge: - Technical Support experience - Experience with machine learning and AI - Recent working experience with Microsoft.NET, Java and/or C/C++ - Experience with Oracle or SQL Server - Experience with Docker, OpenShift & Kubernetes - Experience with Amazon Web Services and RDS - Experience with Microsoft Azure EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits. We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply! EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity. EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee. #LI-Remote

• Supervisar los indicadores clave de rendimiento (KPI) del equipo y de cada empleado: En el nivel 1, se presta especial atención a: resolución en un día laborable (1BDR), resolución en una semana (1 Week DR), seguimiento de clientes, índice de satisfacción del cliente (CSAT), etc. • Fomentar un enfoque colaborativo dentro del equipo en los casos de soporte para garantizar que se adopta el enfoque analítico correcto • Dar soporte a las cuentas clave de Genetec • Transmitir habilidades analíticas y de resolución de problemas técnicos a los ingenieros de soporte para ayudarles a gestionar y resolver los casos más rápidamente • Anticipar conflictos de tareas y cambios organizativos en función de las prioridades • Gestionar las escalaciones con el responsable de CX • Gestionar los casos más complejos y los clientes estratégicos • Asignar los recursos de soporte adecuadamente • Coordinar las actividades y el flujo de información entre los equipos funcionales de Genetec y los clientes (por ejemplo, Gestión de Productos, I+D, Ventas e Ingeniería de Ventas) en las tareas del SWAT • Participar en la evaluación y mitigación de riesgos e impactos • Proporcionar feedback técnico interno a los grupos de producto (IPG) • Contribuir activamente, mediante un seguimiento exhaustivo, a reducir el TTR del SWAT • Colaborar en el proceso de selección de personal • Asegurarse de que los miembros del equipo participen activamente en las reuniones programadas (reuniones diarias, retrospectivas, grooming, etc.) • Responsable de la formación y la incorporación de nuevos miembros del equipo en herramientas, sistemas y procedimientos • Abordar los problemas interpersonales dentro del equipo • Dedicar tiempo a la tutoría de ingenieros de soporte • Asegurarse de que se conozcan y apliquen todos los procesos • Esforzarse por mejorar los procesos para lograr una mayor eficiencia • Garantizar las mejores prácticas en el uso de herramientas de gestión y operativas (CRM, SWAT, Five9, etc.)

• Act as an escalation point for Tier 1 engineers: mentorship, technical guidance, troubleshooting (Linux, Kubernetes, AWS, file systems, virtualization). • Maintain and monitor hybrid infrastructure (servers, Linux/Windows, Kubernetes, AWS, storage, backups, VMware). • Automate processes with Ansible, Terraform; manage system configurations. • Handle tickets in a 24/5 environment, participate in Scrum ceremonies. • Support Windows-to-Linux migration, create documentation, and contribute to infrastructure projects.

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: - 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're 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. Preferred Qualifications: - 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 teams 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.