Technical Specialist - Customer Experience

Highlights

• Support legal, tax, and finance pros at the world's largest firms using Harvey.
• Own customer technical issues from first response through to root cause resolution.
• Help shape support processes, FAQs, and knowledge base as product and team scale.

Ideal candidate

Empathetic problem-solver who thrives in fast-moving, ambiguous environments and takes pride in owning complex issues end-to-end for enterprise customers.

Requirements

• 3+ years in technical support providing white-glove support to enterprise customers for AI-driven products
• Strong problem-solving skills with ability to own complex issues through to root cause
• Excellent organisational skills managing multiple competing priorities
• Comfortable operating with ambiguity and taking ownership in fast-moving environments
• Strong written and verbal communication skills explaining complex information clearly
• Understanding of APIs and ability to explain concepts to technical and non-technical customers
• Familiarity with support tools and CRM systems; Zendesk and Salesforce a plus
• Availability for on-call rotation including nights, weekends and holidays