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: 3 hours agoStatus: Live

Job Summary

Provide high-touch, technically fluent support to Harvey’s Enterprise and Majors customers, serving as the primary escalation point for complex, high-severity cases. Triage and resolve urgent issues in coordination with Support, Customer Success, Engineering, Product, and Security, maintaining deep account context and delivering real-time incident communications. Document root causes and preventative actions, and help improve escalation playbooks, runbooks, and support tooling.

Location: London

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

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 while coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•Maintain deep account context (workflows, configurations, integrations, and sensitivities) and apply it to troubleshooting and communications.
•Provide real-time, hands-on technical support for senior customer stakeholders.
•Lead proactive incident communications and participate in incident response workflows, including severity classification and post-incident retrospectives.

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Proven ability engaging and managing high-level internal and external stakeholders.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.
•Ability to manage and resolve complex, multi-layered support cases with exceptional attention to detail.
•Strong judgment under pressure in high-severity, time-sensitive, and confidential situations.

Experience:EnterpriseHighly regulatedAI-poweredSecurity and compliance

Skills:Attention to detailStakeholder managementClear communicationCustomer ownershipCollaboration

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: 3 hours agoStatus: Live

Job Summary

Location: London

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

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 while coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•Maintain deep account context (workflows, configurations, integrations, and sensitivities) and apply it to troubleshooting and communications.
•Provide real-time, hands-on technical support for senior customer stakeholders.
•Lead proactive incident communications and participate in incident response workflows, including severity classification and post-incident retrospectives.

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Proven ability engaging and managing high-level internal and external stakeholders.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.
•Ability to manage and resolve complex, multi-layered support cases with exceptional attention to detail.
•Strong judgment under pressure in high-severity, time-sensitive, and confidential situations.

Experience:EnterpriseHighly regulatedAI-poweredSecurity and compliance

Skills:Attention to detailStakeholder managementClear communicationCustomer ownershipCollaboration

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