Senior Manager, Technical Support Engineering

Confirmed live in the last 24 hours

Eve

Remote - US

Remote

Posted April 3, 2026

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:

Build and Scale the Support Engineering Team: Hire, develop, and manage a team of Technical Support Engineers. Build the onboarding program that gets new engineers productive. Create career paths for technical ICs who want to grow without leaving support. Establish a team culture rooted in technical rigor, AI fluency, and customer empathy.
Set the Escalation Quality Standard: Define what a complete, engineering-ready escalation looks like: issue summary, trace logs, verified reproduction steps, document context, and business impact assessment. Close the gap between your best escalations and your average. Make escalation quality a measurable, coached discipline. This is the single most important operational problem to solve in your first 90 days.
Investigate AI Output Quality: A large portion of your team’s work involves investigating why the AI produced a specific output. You’ll build the frameworks and tooling workflows that enable your team to use AI observability platforms to trace model inputs, outputs, and reasoning. You’ll train your team to distinguish between retrieval failures, data ingestion problems, prompt issues, and expected model behavior, then communicate those findings clearly to attorneys who don’t care about your stack.
Build AI-Native Support Operations: Lead the rollout of AI agents for first-touch triage and self-service resolution. Optimize the knowledge base for AI consumption. Define what AI-native support looks like in legal tech, where AI handles routine diagnostic work and your team focuses on complex investigations.
Own the Engineering Relationship: Make engineering trust your team’s triage quality. Your escalations should be so complete that engineers can start working immediately without asking follow-up questions. Ensure all customer-reported issues route through support first, and that support is the fastest, most reliable path to resolution. Build direct relationships with engineering leads.
Build the Measurement System: Establish SLAs, first response time, resolution time, escalation quality scoring, ticket deflection rate, customer satisfaction, incident management, and on-call rotation. Present ticket trends, failure mode patterns, and capacity data to leadership. Your reporting tells leadership what’s actually happening in the product.

What We're Looking For:

Technical Support Leadership: You’ve built or significantly scaled a technical support team at a SaaS company. You know how to hire, onboard, coach, and develop support engineers. You’ve managed team performance through metrics.
AI Product Fluency: You un

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