Technical Specialist - Customer Experience

Job description

# **Why Harvey** At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. # **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** - 4+ 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. - Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy. # **Additional Information** - **Employment Type:** Remote (Work from Home) - **Work Authorization:** Candidates must be legally authorized to work in India. Visa sponsorship is not available for this position. - **Work Shifts:** This role operates across rotational shifts aligned with the following India Standard Time (IST) hours: - **Shift 1:** 10:00 PM – 07:00 AM IST - **Shift 2:** 03:00 PM – 11:00 PM IST ### **Please find the Applicant Privacy for this region** [**here**](https://www.harvey.ai/legal/india-applicant-privacy-notice)**.** #LI-AS2 #REMOTE *Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.* We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [accommodations@harvey.ai](mailto:accommodations@harvey.ai)