Technical CX Specialist

United States Digital Space LLC; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work arrangement

Onboarding program

Professional development stipend

Job summary

United States Digital Space LLC is seeking a Technical CX Specialist to join our Customer Experience team. You will be the frontline so lution provider for enterprise clients, handling technical and product-related inquiries with empathy and efficiency.

This role emphasizes problem-solving, API concepts, and strong collaboration across product and engineering functions. The position offers a structured hybrid work model (3 days in the office, 2 days from home) and onboarding plus professional

Qualifications

• 3+ years of proven experience in a fast-paced technical support role.
• Exceptional empathy and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Highly organized and adaptable, able to manage multiple tasks.
• Solid understanding of APIs and API concepts.
• Proficiency with customer support tools and CRM systems.
• Collaborative team player who builds cross-functional relationships.
• Demonstrated passion for learning and staying current on industry trends.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate resolutions across technical/product issues.
• Manage multiple competing priorities while maintaining high responsiveness and reliability during shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot issues and improve CX.
• Maintain up-to-date knowledge of products/features to provide informed support.
• Document customer interactions and feedback to improve products and support materials.
• Own tasks independently while contributing to team workflows and process refinement.

Skills

Technical support

Enterprise support

API troubleshooting

Customer empathy

Communication skills

CRM tools

Team collaboration

Tools

CRM systems

Job description

Why HarveyAt the company, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At the company, the future of professional services is being written today — and we’re just getting started.

Role OverviewAs a Technical CX Specialist, you will be the frontline support within the CX (Customer Experience) team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.

What You’ll Do Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).

• Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.

• Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, elevate when appropriate, and contribute to a strong overall customer experience.

• Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.

• Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).

• Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.

What We Offer Structured hybrid working arrangement: 3 days in office, 2 days working from home

• A comprehensive 4-week onboarding and training program designed to set you up for success from day one

• Professional development stipend to support your continued learning and growth

• Opportunities to work on cross-functional projects and initiatives that impact CX company-wide

• Be part of building something special as we continue to build support operations at the company

What You Have 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.

• Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.

• Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.

• Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.

• Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.

• Proficiency with customer support tools and CRM systems.

• Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.

• Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.#LI-EL1

the company is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]