Global Technical CX Specialist - EMEA

Harvey; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Harvey is reshaping how knowledge work is done for law and professional services with AI and an enterprise-grade platform. As a Technical Customer Experience Specialist you will be on the frontline, owning technical issues from first reply through root cause for some of the world’s largest firms.

This role blends problem-solving, empathy, and strong technical instincts in a fast-moving, global-support environment, with shifts potentially outside standard hours as we serve customers around the

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.
• Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.

Skills

Problem solving

Customer focus

Technical troubleshooting

Tools

Datadog

Omni

Snowflake

Auth0

Claude Code

Datadog MCP

Job description

Harvey is reshaping how knowledge work is done for law and professional services with AI and an enterprise-grade platform. As a Technical Customer Experience Specialist you will be on the frontline, owning technical issues from first reply through root cause for some of the world’s largest firms.

This role blends problem-solving, empathy, and strong technical instincts in a fast-moving, global-support environment, with shifts potentially outside standard hours as we serve customers around the