Technical CX Specialist, EMEA

Harvey; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Harvey is reshaping how knowledge work is done for law and professional services with AI and an enterprise-grade platform. As a Technical Customer Experience Specialist you will be on the frontline, owning technical issues from first reply through root cause for some of the world’s largest firms.

This role blends problem-solving, empathy, and strong technical instincts in a fast-moving, global-support environment, with shifts potentially outside standard hours as we serve customers around the

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.
• Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.

Skills

Problem solving

Customer focus

Technical troubleshooting

Tools

Datadog

Omni

Snowflake

Auth0

Claude Code

Datadog MCP

Job description

Why HarveyAt Harvey, 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.

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

Role Overview

As a Technical Customer Experience (CX) Specialist, you will be frontline support within our global support team, reporting to a CX Manager. You’ll help legal, tax, and finance professionals at some of the world’s largest firms get the most out of Harvey, and you’ll own technical issues from first response through root cause. This isn’t a typical SaaS support role: Harvey moves fast, priorities shift often, and you’ll wear multiple hats as the product and team scale. We’re looking for someone who loves problem-solving, thrives with ambiguity, and pairs strong technical instincts with real empathy for enterprise customers.

Shift schedules are being finalized and may include hours outside standard local business hours to support our global customers. Specific working hours will be discussed during the interview process and confirmed before an offer is accepted.

What You’ll Do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.
• Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.