Senior Technical CX Specialist

Harvey
San Francisco
Workplace: HybridFull timeUSD 112,000 - 168,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 4+ yearsSkills: ["Customer empathy","Written communication","Judgment","Prioritization","Mentoring"]

Handle a high-volume queue of complex, technical customer issues as the team’s primary escalation point. Lead live customer calls to troubleshoot in real time, manage bug investigations end-to-end, and apply expert troubleshooting across product workflows, integrations, APIs, and system behavior. Partner closely with Engineering and Product to reproduce, prioritize, and resolve issues while writing clear bug reports. Mentor peers, identify escalation patterns, and drive continuous improvement through playbooks and actionable insights.

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Harvey
Harvey
2 days ago

Senior Technical CX Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Handle a high-volume queue of complex, technical customer issues as the team’s primary escalation point. Lead live customer calls to troubleshoot in real time, manage bug investigations end-to-end, and apply expert troubleshooting across product workflows, integrations, APIs, and system behavior. Partner closely with Engineering and Product to reproduce, prioritize, and resolve issues while writing clear bug reports. Mentor peers, identify escalation patterns, and drive continuous improvement through playbooks and actionable insights.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own a full, high-volume support queue while handling the most complex and 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 and drive resolution in high-stakes scenarios
  • •Partner with Engineering and Product on bug investigations, reproductions, prioritization, and resolution
  • •Mentor peers, share troubleshooting frameworks, and identify patterns from escalations to improve support quality and efficiency

Pay and Benefits

Salary: USD 112,000 - 168,000 annually
Equity and Bonus:Equity

Key Requirements

  • •4–6+ years 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 working comfortably with APIs, integrations, and system behavior
  • •Experience managing bugs and collaborating closely with Product and Engineering teams
  • •Ability to handle high ticket volume while maintaining quality, responsiveness, and customer empathy
Experience:4+ yearsAI-powered productsMachine learning–driven productsTechnical customer support
Skills:Customer empathyWritten communicationJudgmentPrioritizationMentoring
Tech Stack:Agentic AIMachine learningAPIsIntegrations

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
Glassdoor: 4.1
WebsiteLinkedInGlassdoor