Senior Technical CX Specialist — Escalations & Impact

Showcify; United States; Remote; USD 112,000 - 168,000; Full time

Job summary

Harvey is transforming how professional services operate with frontier agentic AI and an enterprise-grade platform. This is a rare chance to help build a generational company at a true inflection point, with strong product-market fit and world-class investor support.

As a Senior Technical CX Specialist, you will own the most complex customer issues, lead calls, mentor peers, and partner with Product and Engineering to keep raising the technical bar and scale improvements.

Qualifications

• 4-6+ years of experience supporting AI-powered products in a technical customer support environment.
• Proven experience acting 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.

Responsibilities

• Own a full, high-volume support queue while consistently 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.

Skills

Senior escalation

Technical troubleshooting

API integrations

Bug management

Customer communication

Mentoring peers

Job description

Harvey is transforming how professional services operate with frontier agentic AI and an enterprise-grade platform. This is a rare chance to help build a generational company at a true inflection point, with strong product-market fit and world-class investor support.

As a Senior Technical CX Specialist, you will own the most complex customer issues, lead calls, mentor peers, and partner with Product and Engineering to keep raising the technical bar and scale improvements.