Harvey
Premium Support Specialist
New York
Sponsorship not specified$119k-$161kDetected 22 days ago
Agentic AIIncident ResponseCustomer SuccessCustomer SupportCommunicationProblem Solving
About the role
- This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.
Responsibilities
- Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high-severity and technically complex issues.
- Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
- Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
- Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
- Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
- Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
- Partner closely with Customer Success Managers to enhance Harvey's post-sale technical engagement and overall customer experience.
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases.
- Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
Compensation
- YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
- We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
- $119,000 -$161,000 USD
Benefits
- Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
This listing is sourced directly from Harvey's careers page and normalized into a canonical job model.