Role Overview

As a Technical Customer Experience (CX) Specialist, you will be frontline support within our global support team, reporting to a CX Manager. You’ll help legal, tax, and finance professionals at some of the world’s largest firms get the most out of Harvey, and you’ll own technical issues from first response through root cause. This isn’t a typical SaaS support role: Harvey moves fast, priorities shift often, and you’ll wear multiple hats as the product and team scale. We’re looking for someone who loves problem-solving, thrives with ambiguity, and pairs strong technical instincts with real empathy for enterprise customers.

Shift schedules are being finalized and may include hours outside standard local business hours to support our global customers. Specific working hours will be discussed during the interview process and confirmed before an offer is accepted.

What You'll Do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.

• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.

• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.

• Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.

• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.

• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.

• Maintain a deep understanding of our products and services to provide knowledgeable support.

• Document customer interactions and feedback to aid in continuous improvement of our services.

• Work closely with other departments to resolve customer issues and contribute to the overall customer experience.

• Collaborate effectively as part of a team while confidently owning and executing tasks independently.

• Stay informed of new product features and updates to provide accurate and current support.

• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

What You Have

• 3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products

• Exceptional empathy and a genuine desire to help and connect with customers.

• Strong problem-solving skills, with the ability to think creatively and resolve complex issues.

• Excellent organisational skills, capable of managing multiple tasks and priorities effectively.

• Comfortable operating with ambiguity in a fast-moving environment, with a track record of taking ownership

• Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.

• Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.

• Familiarity with customer support tools and CRM systems; experience with Zendesk, Salesforce is a plus.

• Ability to work collaboratively in a team environment and build positive working relationships across departments.

• A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.

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