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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. As a Technical Customer Experience Specialist, you will be the frontline support contact for legal, tax, and finance professionals at major global firms, helping them maximize Harvey's capabilities.
You will own technical issues from first response through root cause resolution, working independently and collaboratively with the support team. Your responsibilities include:
- Serving as first point of contact for customer support inquiries, delivering empathetic and timely resolutions
- Managing multiple competing priorities while maintaining high service standards and responsiveness
- Owning technical issues across AI output quality, login/SSO, authentication, REST API integrations, and error logs
- Investigating issues using Datadog (including RUM session replay), Omni, Snowflake, Auth0, Claude Code, and the Datadog MCP integration
- Troubleshooting complex issues collaboratively and escalating appropriately
- Maintaining deep product knowledge and staying current with new features and updates
- Documenting customer interactions and feedback to drive continuous improvement
- Contributing to support process refinement, FAQs, and knowledge base development
- Working across departments to resolve customer issues and enhance overall experience
This is not a typical SaaS support role. Harvey moves fast, 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.
REQUIREMENTS:
- 3+ years proven experience in technical support roles in fast-paced environments providing premium/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 ability to think creatively and resolve complex issues
- Excellent organizational skills managing multiple tasks and priorities effectively
- Comfortable operating with ambiguity in fast-moving environments with track record of taking 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, Salesforce experience a plus)
- Ability to work collaboratively and build positive cross-departmental relationships
- Passion for learning and personal growth, commitment to staying informed about industry trends
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
