Technical Customer Experience (CX) Specialist (Fully Remote)

Harvey; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Harvey is transforming legal and professional services by deploying frontier AI on enterprise-grade platforms. We are seeking an experienced enterprise support engineer to own technical issues end-to-end, respond to customer inquiries, and deliver empathetic solutions at scale.

You will investigate root causes using Datadog, Snowflake, and Auth0, document interactions, and help improve support processes. A strong communicator with 4+ years in enterprise tech support is essential.

Qualifications

• 4+ years technical support experience with enterprise customers.
• Strong communication and problem-solving skills; APIs knowledge.
• Willingness for on-call rotation, nights and weekends.

Responsibilities

• Respond to customer inquiries and resolve technical issues end-to-end.
• Investigate root causes using Datadog, Snowflake, and Auth0.
• Document interactions and improve support processes.

Skills

Communication skills

Problem solving

APIs knowledge

Tools

Datadog

Snowflake

Auth0

Job description

• You are the frontline for enterprise support, owning technical issues end-to-end.
• You juggle priorities and deliver empathetic solutions.

Responsibilities:

• Respond to customer inquiries and resolve technical issues like AI output, SSO, APIs.
• Investigate using Datadog, Snowflake, and Auth0 to find root causes.
• Document interactions and improve support processes.

Qualifications:

• 4+ years technical support experience with enterprise customers.
• Strong communication and problem-solving skills; knowledge of APIs.
• Availability for on-call rotation including nights and weekends.

Culture:

• Harvey is a fast-paced AI company transforming professional services.
• Values: decisiveness, simplicity, job's not finished.

Harvey is transforming legal and professional services by combining frontier AI with enterprise-grade platforms. They have strong product-market fit and are scaling fast, with a culture focused on decisiveness, simplicity, and continuous improvement.