Senior Technical CX Specialist

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 The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity. This role serves as the team’s primary escalation point for the most complex, technical, or nuanced customer issues, while remaining deeply hands-on in the support queue. As a Senior Technical CX Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering. You’ll play a critical role in raising the technical bar of the team by mentoring peers, surfacing patterns from escalations, and helping translate hard-earned learnings into scalable improvements. This role is ideal for someone who loves solving hard problems, operates calmly under pressure, and wants to maximize impact without moving into formal people management. WHAT YOU'LL DO ADVANCED SUPPORT & ESCALATION OWNERSHIP - Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues. - Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents. - Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios. - Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior. - Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners. BUG MANAGEMENT & CROSS-FUNCTIONAL PARTNERSHIP - Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution. - Write clear, actionable bug reports with strong reproduction steps and customer impact context. - Track issues through resolution and communicate updates clearly to customers and internal stakeholders. - Act as a bridge between technical teams and customers with varying levels of technical aptitude. TEAM ENABLEMENT & SKILL DEVELOPMENT - Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices. - Serve as a go-to resource for Specialists navigating difficult or ambiguous cases. - Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team. - Model excellent customer communication, prioritization, and decision-making under pressure. PATTERN RECOGNITION & CONTINUOUS IMPROVEMENT - Identify themes, patterns, and systemic issues emerging from escalations and complex tickets. - Surface actionable insights to CX leadership to inform product, tooling, or process improvements. - Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency. WHAT YOU HAVE - 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment. - Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues. - Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior. - Experience managing bugs and collaborating closely with Product and Engineering teams. - Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy. - Confidence leading customer calls and communicating clearly with both highly technical and non-technical users. - Strong written communication skills, particularly when documenting investigations or summarizing complex issues. - Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility. - Comfort operating in fast-moving environments with evolving processes and incomplete information. - 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. COMPENSATION $112,000 - $168,000 USD DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74. #LI-CG1 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 ma