Senior Technical CX Specialist — Lead Complex AI Support

Harvey, Inc.; San Francisco (CA); Hybrid; USD 112,000 - 168,000; Full time

Job summary

Harvey, Inc. is seeking a Senior Technical Customer Experience (CX) Specialist to own the most complex, technical support issues and stay hands-on in the support queue.

You will mentor peers, partner with Product and Engineering, lead customer calls, and drive improvements across APIs, integrations, and product workflows to raise the team's technical bar. This role suits problem solvers who thrive under pressure and want to maximize impact without people management.

Qualifications

• 4-6+ years in technical customer support for AI-driven products.
• Senior escalation point for complex, high-risk issues.
• Strong troubleshooting with APIs, integrations, and system behavior.
• Experience bug management with Product and Engineering.
• Ability to lead calls and communicate clearly with technical and non-technical users.
• Mentor peers and contribute to team knowledge.

Responsibilities

• Own a large, high-volume support queue with complex issues.
• Lead live customer calls to troubleshoot in real time.
• Investigate, reproduce, and escalate bugs with clear steps.
• Collaborate with Engineering and Product on prioritization.
• Document investigations and share learnings in playbooks.
• Mentor colleagues and improve support processes.
• Translate technical issues into actionable customer updates.

Skills

APIs & Integrations

Technical Troubleshooting

Customer Escalation

Mentoring Peers

High-Volume Support

Clear Written Communication

Job description

Harvey, Inc. is seeking a Senior Technical Customer Experience (CX) Specialist to own the most complex, technical support issues and stay hands-on in the support queue.

You will mentor peers, partner with Product and Engineering, lead customer calls, and drive improvements across APIs, integrations, and product workflows to raise the team's technical bar. This role suits problem solvers who thrive under pressure and want to maximize impact without people management.