Harvey

1 day ago

Premium Support Specialist, 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 for Harvey’s most strategic enterprise accounts, owning high-severity and complex cases through resolution. Triage and investigate urgent customer issues while coordinating across Support, Customer Success, Engineering, Product, and Security. Maintain deep account context to troubleshoot sensitive workflows and integrations, lead proactive incident communications, document root causes, and improve escalation playbooks, runbooks, and support tooling.

Location: Dublin

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, 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 to senior customer stakeholders and lead proactive incident communications.
•Document root causes and resolutions and contribute to escalation playbooks, runbooks, 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, including translating technical back-end/front-end concepts for customers.
•Exceptional attention to detail for resolving complex, multi-layered support cases.
•Exceptional judgment and communication skills for high-severity, time-sensitive, confidential situations.

Experience:EnterpriseHighly regulatedAI-poweredSecurity/compliance-sensitiveProfessional services

Skills:Attention to detailProblem-solvingCommunicationStakeholder managementCustomer obsession

Tech Stack:AIAgentic AIIncident management

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

Premium Support Specialist, 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: Dublin

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, 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 to senior customer stakeholders and lead proactive incident communications.
•Document root causes and resolutions and contribute to escalation playbooks, runbooks, 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, including translating technical back-end/front-end concepts for customers.
•Exceptional attention to detail for resolving complex, multi-layered support cases.
•Exceptional judgment and communication skills for high-severity, time-sensitive, confidential situations.

Experience:EnterpriseHighly regulatedAI-poweredSecurity/compliance-sensitiveProfessional services

Skills:Attention to detailProblem-solvingCommunicationStakeholder managementCustomer obsession

Tech Stack:AIAgentic AIIncident management

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