Technical Support Engineer
AI summary of the role
Technical Support Engineer at Eve Legal investigates AI output quality issues in legal documents for plaintiff law firms, diagnoses technical problems in cloud storage and integrations, and delivers precise escalations to engineering.
What you’ll do
- Investigate AI output quality using observability tooling
- Troubleshoot cloud storage syncs and integration issues
- Deliver engineering-ready escalations with logs and repro steps
- Build SOPs, runbooks, and knowledge base articles
What you’ll bring
- AI debugging ability with observability tooling
- Technical depth to read logs, trace APIs, debug OAuth
- Structured escalation discipline with precise documentation
- Exceptional communication for non-technical legal pros
Technologies
AI observability · LLM · SharePoint · OneDrive · Dropbox · OAuth · RAG · prompt engineering · SQL · Python · JS
Source and classification
Implementation & delivery · Evidence for this classification:
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,
More from the job description
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 obser [... source excerpt omitted ...] te 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 suppo [... source excerpt omitted ...] 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 thro
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