Technical Support Analyst

Summary

Join EvenUp, a rapidly growing generative AI startup, as a Technical Support Analyst. You will ensure the smooth operation of our support function and build scalable support processes. This role involves hands-on problem-solving, process development, team coordination, and collaboration with other teams. You will lead a group of support analysts, providing high-quality support and driving improvements in documentation and workflows. The ideal candidate is a proactive problem-solver passionate about mentoring and optimizing customer experiences. EvenUp offers a variety of benefits, including health insurance, paid time off, a home office stipend, 401(k), parental leave, and more. We are committed to diversity and inclusion.

Requirements

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

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 internal documentation, FAQs, and knowledge base articles to support both internal staff and end users
• Support onboarding and training of new analysts and assist in hiring as the team grows
• Champion a culture of empathy, accountability, and continuous improvement within the support organization

Preferred Qualifications

Familiarity with legal software, legal operations, or legal tech is a plus

Benefits

• 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 get together in person with colleagues in your area
• Offices in San Francisco and Toronto