Senior Technical CX Specialist - AI-Driven Escalations

Harvey

San Francisco (CA)

On-site

USD 112,000 - 168,000

Full time

11 hours ago

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Job summary

Harvey is seeking a Senior Technical CX Specialist to own a high-volume, complex support queue and serve as the senior escalation point for technical investigations. You will mentor peers, partner with Product and Engineering, and help translate escalations into scalable improvements.

You’ll lead live customer calls, apply expert troubleshooting across APIs and integrations, and maintain exceptional customer empathy in a fast-moving environment with on-call rotation requirements.

Qualifications

4–6+ years of experience supporting AI-powered or ML-driven products in a technical customer support environment.
Proven experience as a senior escalation point for complex, technical, or high-risk customer issues.
Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior.
Experience managing bugs and collaborating closely with Product and Engineering teams.
Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy.
Confidence leading customer calls and communicating clearly with both highly technical and non-technical users.
Strong written communication skills, particularly when documenting investigations or summarizing complex issues.
Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility.
Comfort operating in fast-moving environments with evolving processes and incomplete information.
Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy.

Responsibilities

Own a high-volume support queue while handling the most complex, high-impact, or 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, set expectations, and drive resolution in high-stakes scenarios.
Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.
Exercise strong judgment in deciding when to resolve independently vs. when to elevate or involve cross-functional partners.
Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
Write clear, actionable bug reports with strong reproduction steps and customer impact context.
Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
Act as a bridge between technical teams and customers with varying levels of technical aptitude.
Upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
Model excellent customer communication, prioritization, and decision-making under pressure.
Identify themes, patterns, and systemic issues from escalations and complex tickets.
Surface actionable insights to CX leadership to inform product, tooling, or process improvements.
Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.