Senior Technical CX Specialist, Global Enterprise AI

Harvey; Dublin; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

On-call rotation

Accommodations for applicants with dis

Equal opportunity employer

Job summary

Harvey is seeking a Technical Customer Experience Specialist to join our global support team. You’ll own technical issues from first response to root cause, supporting legal, tax, and finance professionals at world-leading firms in a fast-paced environment.

You’ll handle AI-driven product support, work with cross-functional teams, and contribute to improving our support processes. This role offers flexible hours for our global customer base and opportunities for growth within a true inflection

Qualifications

• 3+ years proven experience in a technical support role for AI-driven products.
• Exceptional empathy and a genuine desire to help customers.
• Strong problem-solving skills with ability to resolve complex issues.
• Excellent organisational skills and ability to manage multiple priorities.

Responsibilities

• Serve as the first point of contact for customer support inquiries with empathy and accuracy.
• Manage multiple priorities and ensure high levels of service and responsiveness.
• Own technical issues across AI outputs, login/SSO, APIs, and error logs to root cause and fix.
• Investigate using Datadog, Omni, Snowflake, and Auth0 to reach answers faster.
• Maintain reliability and accountability during assigned shifts.
• Collaborate with teams to troubleshoot and escalate when needed.
• Keep deep product knowledge to provide informed support.
• Document interactions to help continuous improvement of services.
• Work with other departments to resolve issues and improve customer experience.
• Stay informed of new features and updates to provide accurate support.
• Contribute to FAQ and knowledge base improvements.

Skills

Technical support

Enterprise customers

Problem solving

Communication

Ownership

Tools

Zendesk

Salesforce

Datadog

Omni

Snowflake

Auth0

Claude Code

Job description

Harvey is seeking a Technical Customer Experience Specialist to join our global support team. You’ll own technical issues from first response to root cause, supporting legal, tax, and finance professionals at world-leading firms in a fast-paced environment.

You’ll handle AI-driven product support, work with cross-functional teams, and contribute to improving our support processes. This role offers flexible hours for our global customer base and opportunities for growth within a true inflection