EvenUp

Lead Implementation Specialist

EvenUp

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 per year

Job Level

Senior

About the role

  • Own all pre-Day 1 file reviews, document checks, and technical issue resolution.
  • Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures.
  • Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases.
  • Act as the direct point of escalation for PES.
  • Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior.
  • Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer.
  • Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility.
  • Ensure every customer remains unblocked throughout the trial lifecycle.
  • Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters.
  • Triage issues, determine urgency, and route them to the appropriate engineering or product owner.
  • Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved.
  • Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution.
  • Stay current on all product functionality, upcoming features, and known limitations.
  • Track release notes, test new features, and proactively anticipate the impact on live trials.
  • Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.

Requirements

  • Deep understanding of EvenUp products, workflows, and trial lifecycle processes.
  • Strong troubleshooting skills, with the ability to diagnose document, extraction, or processing issues.
  • Highly organized, detail-oriented, and able to manage multiple trial timelines simultaneously.
  • Excellent communication skills, capable of translating technical issues into clear customer-ready language.
  • Experience collaborating with engineering and product teams.
  • Prior experience in support, implementation, customer success, or technical operations preferred.
Benefits
  • Choice of medical, dental, and vision insurance plans for you and your family
  • Additional insurance coverage options for life, accident, or critical illness
  • Flexible paid time off, sick leave, short-term and long-term disability
  • 10 US observed holidays, and Canadian statutory holidays by province
  • A home office stipend
  • 401(k) for US-based employees and RRSP for Canada-based employees
  • Paid parental leave
  • A local in-person meet-up program
  • Hubs in San Francisco and Toronto
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdata extractiondocument processingfile reviewstechnical issue resolutionissue triagetrial lifecycle processesregeneration requestssetup blockersproduct functionality
Soft Skills
communicationorganizationdetail-orientedrelationship buildingcustomer supportcollaborationfollow-upproblem-solvingtime managementcustomer success