Technical Specialist - Customer Experience
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Series F+Recently funded
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will be frontline support for large enterprise customers, owning technical issues from first response to root cause. You will investigate with Datadog, Omni, Snowflake and Auth0, use Claude Code and Datadog MCP, escalate complex issues, document feedback and improve support materials. The role operates in rotational shifts.
Requirements
- 4+ years in technical support providing premium support to large enterprise customers for AI-driven products
- Strong problem-solving skills
- Excellent organisational skills
- Comfortable with ambiguity and ownership
- Strong written and verbal communication
- Understanding of APIs
- Familiarity with support tools and CRM; Zendesk, Salesforce a plus
- Availability for on-call rotation including nights, weekends and holidays
- Legally authorized to work in India; no visa sponsorship
Responsibilities
- Serve as first point of contact for customer support inquiries
- Manage multiple competing priorities
- Own technical issues (AI output quality, login and SSO, authentication, REST API integrations, error logs) to root cause
- Investigate with Datadog, Omni, Snowflake and Auth0, and use Claude Code and Datadog MCP
- Ensure coverage and follow-through during assigned shifts
- Collaborate and escalate complex issues
- Document customer interactions and feedback
- Work with other departments
- Refine support processes, FAQs and knowledge base articles
Benefits
- Remote work (work from home)
