Harvey

1 day ago

Technical Support Engineer - Premium Accounts, Weekend Coverage

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a high-touch, technically fluent support resource for Enterprise and Majors customers, owning complex, high-severity cases through resolution. Triage and coordinate urgent issues across Support, Customer Success, Engineering, Product, and Security teams, while maintaining deep account context for accurate troubleshooting. Lead proactive incident communications, participate in incident workflows and retrospectives, and document root causes and preventative actions to improve reliability and customer experience.

Location: Dublin

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
•Triage, investigate, and resolve urgent customer issues, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•Maintain deep account context (workflows, configurations, integrations, sensitivities) and apply it to troubleshooting and communications.
•Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
•Lead proactive incident communications and participate in incident response workflows, including severity classification, escalation handling, and retrospectives.

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Proven experience engaging and managing high-level stakeholders internally and externally.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product, translating technical concepts for customers.
•Exceptional attention to detail to manage and resolve complex, multi-layered support cases.
•Exceptional judgment under pressure in high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareHighly regulated softwareAI-powered productsSecurity and complianceLaw firmsProfessional services

Skills:Attention to detailProblem-solvingCustomer obsessionOwnership mindsetClear communicationCollaborationJudgment under pressure

Company Brief

Harvey

Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Harvey

1 day ago

Technical Support Engineer - Premium Accounts, Weekend Coverage

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Dublin

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
•Triage, investigate, and resolve urgent customer issues, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•Maintain deep account context (workflows, configurations, integrations, sensitivities) and apply it to troubleshooting and communications.
•Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
•Lead proactive incident communications and participate in incident response workflows, including severity classification, escalation handling, and retrospectives.

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Proven experience engaging and managing high-level stakeholders internally and externally.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product, translating technical concepts for customers.
•Exceptional attention to detail to manage and resolve complex, multi-layered support cases.
•Exceptional judgment under pressure in high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareHighly regulated softwareAI-powered productsSecurity and complianceLaw firmsProfessional services

Skills:Attention to detailProblem-solvingCustomer obsessionOwnership mindsetClear communicationCollaborationJudgment under pressure

Company Brief

Harvey

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor