Senior Technical CX Engineer: Escalations & Bugs

Harvey; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Harvey is seeking a Senior Technical CX Specialist in the United States. This role focuses on owning a high‑volume support queue, serving as the primary escalation point for complex technical issues, and working closely with Product and Engineering.

You will mentor peers, surface patterns from escalations, and translate learnings into scalable improvements that raise the team's technical bar. The position emphasizes ownership and impact without moving into people management.

Qualifications

• Experience handling high‑volume technical support escalations.
• Ability to mentor peers and translate learnings into improvements.
• Comfort working with product and engineering teams.

Responsibilities

• Own a full, high‑volume support queue and the most complex issues.
• Lead live customer calls to troubleshoot in real time.
• Apply expert‑level troubleshooting across product workflows, integrations, APIs, and system behavior.
• Write clear bug reports with strong reproduction steps.

Skills

Advanced troubleshooting

Escalation management

Cross-functional collaboration

Job description

Harvey is seeking a Senior Technical CX Specialist in the United States. This role focuses on owning a high‑volume support queue, serving as the primary escalation point for complex technical issues, and working closely with Product and Engineering.

You will mentor peers, surface patterns from escalations, and translate learnings into scalable improvements that raise the team's technical bar. The position emphasizes ownership and impact without moving into people management.