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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. Founded in 2022 and headquartered in San Francisco, the company is scaling rapidly with strong product-market fit and world-class investor backing.
As a Technical Customer Experience Specialist, you will be the frontline support contact for Harvey's global customer base, reporting to a CX Manager. You'll support legal, tax, and finance professionals at major firms in getting maximum value from Harvey's platform. This role goes beyond typical SaaS support: you'll own technical issues end-to-end from first response through root cause analysis, working with ambiguity as the product and team scale.
Key responsibilities include:
- Serving as first point of contact for customer support inquiries with empathetic, accurate, and timely resolutions
- 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 Datadog MCP integration
- Managing multiple competing priorities while maintaining high service standards and responsiveness
- Collaborating with team members to troubleshoot complex issues 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
- Participating in on-call rotation outside scheduled hours, including nights, weekends, and holidays
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/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 customers
- Familiarity with customer support tools and CRM systems (Zendesk, Salesforce experience is 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
- Availability for on-call rotation outside scheduled hours including nights, weekends, and holidays
- Must be authorized to work in India (visa sponsorship not available)
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
