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Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company, founded in 2022 and headquartered in San Francisco, is scaling rapidly with strong product-market fit and world-class investor backing.
As a Technical Customer Experience (CX) Specialist in the EMEA region, you will serve as a frontline support specialist within Harvey's global support team, reporting to a CX Manager. You'll support legal, tax, and finance professionals at major global firms, helping them maximize value from Harvey's platform while owning technical issues from initial response through root cause resolution.
Key responsibilities include:
- Serving as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions
- Managing multiple competing priorities and tasks while maintaining high service standards and responsiveness
- Owning technical issues across AI output quality, login/SSO, authentication, tokens, REST API integrations, and error logs—investigating to root cause by confirming scope, ruling out configuration and environment factors, and validating fixes before deployment
- Investigating issues using Datadog (including RUM session replay), Omni, Snowflake, and Auth0; leveraging Claude Code and Datadog MCP integration for faster resolution
- Maintaining high reliability and accountability with consistent coverage and follow-through during assigned shifts
- Collaborating with team members on complex troubleshooting and escalating appropriately
- Maintaining deep product knowledge to provide informed support
- Documenting customer interactions and feedback to drive continuous service improvement
- Working cross-functionally to resolve issues and enhance overall customer experience
- Staying current on product features and updates
- Contributing to support process refinement, FAQs, and knowledge base development
The role operates in a fast-paced environment where priorities shift frequently and you'll wear multiple hats as the product and team scale. Shift schedules are being finalized and may include hours outside standard local business hours to support global customers; specific working hours will be discussed during interviews and confirmed before offer acceptance.
Requirements:
- 3+ years proven experience in technical support roles in fast-paced environments, providing premium or white-glove support to large enterprise customers for AI-driven products
- Exceptional empathy and genuine desire to help and connect with customers
- Strong problem-solving skills with creative thinking and ability to resolve complex issues
- Excellent organizational skills managing multiple tasks and priorities effectively
- Comfort operating with ambiguity in fast-moving environments with demonstrated ownership
- Strong written and verbal communication skills, able to convey complex information clearly
- Understanding of APIs and ability to explain complex API concepts to technical and non-technical audiences
- Familiarity with customer support tools and CRM systems; Zendesk and Salesforce experience is a plus
- Ability to collaborate effectively in team environments and build positive cross-departmental relationships
- Passion for learning and personal growth with commitment to staying informed on industry trends and best practices
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
