Technical Support Analyst

Technical Support Analyst

Employment Type: Full-Time Location Type: Remote Salary: (Not specified)

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Position Overview

EvenUp is a rapidly growing generative AI startup dedicated to leveling the playing field for personal injury victims across various case types, from motor vehicle accidents to child abuse. Our innovative products empower law firms to achieve faster settlements, higher payouts, and better outcomes for those in need.

We are seeking a proactive and detail-oriented Technical Support Analyst to join our expanding team. This role is crucial for maintaining the day-to-day operational excellence of our support function and for developing scalable support processes for the future. The ideal candidate possesses strong problem-solving skills, a passion for mentoring, and a commitment to optimizing customer experiences.

This position involves hands-on issue resolution, process development, team coordination, and close collaboration with our Product, Engineering, and Customer Success teams. You will lead a team of support analysts, empowering them to deliver high-quality, timely support to our users while driving improvements in documentation, workflows, and tooling.

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Responsibilities

• Triage, prioritize, and resolve escalated customer issues, ensuring timely and effective resolutions.
• Collaborate with cross-functional teams (Product, Engineering, Legal Ops) to relay customer feedback and assist in identifying and resolving systemic issues.
• Assist with the creation and maintenance of internal documentation, FAQs, and knowledge base articles to support both internal staff and end users.
• Support the onboarding and training of new analysts and contribute to hiring efforts as the team grows.
• Champion a culture of empathy, accountability, and continuous improvement within the support organization.

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Requirements

• Education in a relevant field (e.g., Information Technology, Business, Legal Studies) or equivalent practical experience.
• 1-3 years of experience in technical support, preferably within a SaaS environment.
• Strong technical troubleshooting skills and a customer-first mindset.
• Excellent verbal and written communication skills, with the ability to translate technical language into user-friendly terms.
• Experience using support platforms such as Pylon, JIRA, Zendesk, or similar.
• Familiarity with legal software, legal operations, or legal tech is considered a plus.

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About EvenUp

EvenUp is on a mission to level the playing field in personal injury cases. We leverage machine learning and our proprietary AI model, Piai™, to reduce manual effort and maximize case outcomes throughout the personal injury value chain. By combining in-house human legal expertise with advanced AI and software, we analyze records and streamline processes.

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Benefits & Perks

Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or experience level. Here's a preview of what we offer:

• Choice of medical, dental, and vision insurance plans for you and your family.
• Flexible paid time off.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees.
• Paid parental leave.
• Sabbatical program.
• A meet-up program to connect in person with colleagues in your area.
• Offices located in San Francisco and Toronto.

Note: The above benefits & perks are for full-time employees.

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Notice to Candidates

EvenUp has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. Please be advised that we have no affiliation or connection to these situations. We exclusively post open roles on our career page (https://jobs.ashbyhq.com/evenup) or reputable job boards such as our official LinkedIn or Indeed pages. All official EvenUp recruitment emails will originate from the domains @evenuplaw.com, @evenup.ai, @ext-evenuplaw.com, or no-reply@ashbyhq.com.

If you receive communication from an individual you suspect of impersonating EvenUp, please report it to us by emailing talent-ops-team@evenuplaw.com. Examples of fraudulent email domains include "careers-evenuplaw.com" and "careers-evenuplaws.com".