Harvey

1 week ago

Technical User Operations Specialist, APAC - Weekends (Wed-Sun)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Provide frontline, empathetic support to enterprise customers within User Operations, resolving technical and product issues across AI output quality, app access, APIs, authentication, and error logs. Manage competing priorities during support shifts, collaborate cross-functionally to troubleshoot and escalate, keep product knowledge current, and document interactions and feedback to improve FAQs and the knowledge base. Work a Wednesday–Sunday schedule with a hybrid arrangement in Sydney.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
•Manage multiple competing priorities while maintaining responsiveness and reliability during support shifts.
•Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
•Maintain up-to-date knowledge of products, features, and services to provide informed support.
•Document customer interactions, issues, and feedback to improve products and support materials (FAQs/knowledge base).

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid LeaveParental LeaveLearning BudgetHome OfficeGym MembershipPaid Sabbatical

Key Requirements

•3+ years in fast-paced technical support, delivering white-glove/premium support to large enterprise customers for AI-driven products.
•Exceptional written and verbal communication and empathy, able to build trust and explain complex technical concepts to technical and non-technical audiences.
•Strong problem-solving and critical thinking with a creative approach to diagnosing and resolving complex issues while managing multiple priorities.
•Solid understanding of APIs and ability to troubleshoot and clearly articulate API-related concepts.
•Proficiency with customer support tools and CRM systems.

Experience:3+ yearsTechnical supportEnterprise customersAI products

Skills:EmpathyCommunicationProblem-solvingCritical thinkingOrganization

Tech Stack:APIsAuthenticationCRM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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 week ago

Technical User Operations Specialist, APAC - Weekends (Wed-Sun)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
•Manage multiple competing priorities while maintaining responsiveness and reliability during support shifts.
•Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
•Maintain up-to-date knowledge of products, features, and services to provide informed support.
•Document customer interactions, issues, and feedback to improve products and support materials (FAQs/knowledge base).

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid LeaveParental LeaveLearning BudgetHome OfficeGym MembershipPaid Sabbatical

Key Requirements

•3+ years in fast-paced technical support, delivering white-glove/premium support to large enterprise customers for AI-driven products.
•Exceptional written and verbal communication and empathy, able to build trust and explain complex technical concepts to technical and non-technical audiences.
•Strong problem-solving and critical thinking with a creative approach to diagnosing and resolving complex issues while managing multiple priorities.
•Solid understanding of APIs and ability to troubleshoot and clearly articulate API-related concepts.
•Proficiency with customer support tools and CRM systems.

Experience:3+ yearsTechnical supportEnterprise customersAI products

Skills:EmpathyCommunicationProblem-solvingCritical thinkingOrganization

Tech Stack:APIsAuthenticationCRM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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