高级技术客户体验专家
Senior Technical CX Specialist
为什么选择哈维
在哈维，我们正在改变法律和专业服务的运作方式。通过结合前沿的代理AI、企业级平台和深厚的专业知识，我们正在重塑未来几十年关键知识工作的完成方式。
这是一个难得的机会，帮助打造一家具有时代意义的公司，在真正的转折点上共同前进。我们有强大的产品市场匹配度和世界级的投资支持。我们正在快速扩展，并实时定义一个新类别。工作充满雄心，标准很高，成长机会——个人、职业和财务上的——是无与伦比的。
我们的团队行动迅速，承担责任，并对使命充满热情——以高强度运作，贴近客户，不断追求卓越。我们秉持三个价值观：果断、简洁、工作未完成。我们在清晰判断的基础上快速行动，而非等待完美信息；我们相信简洁才是可扩展的关键；我们从不满足于现状。如果你希望与志同道合的人一起做出职业生涯中最出色的工作，我们期待与你携手共创。
在哈维，专业服务的未来正在今天被书写——而我们才刚刚开始。
职位概述
高级技术客户体验（CX）专家是一个高度经验的个人贡献者角色，专为在复杂性和模糊性中茁壮成长的支持操作人员设计。该角色是团队处理最复杂、技术性最强或最微妙客户问题的主要升级点，同时仍保持深入参与支持队列。
作为高级技术CX专家，你将处理大量复杂的支持案例，主导客户电话会议，全程管理缺陷，并作为产品和工程团队的可信合作伙伴。你将在提升团队技术标准方面发挥关键作用，通过指导同事、从升级案例中发现模式，并帮助将宝贵的经验转化为可扩展的改进。
这个职位适合那些热爱解决难题、在压力下保持冷静，并希望在不进入正式团队管理的情况下最大化影响力的人。
你将负责的工作
高级支持与升级责任
- 管理一个高负载的支持队列，持续处理最复杂、影响最大或最模糊的客户问题。
- 作为技术调查、边缘案例和影响客户的事件的高级升级点。
- 主导现场客户电话会议以排查问题
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WHY HARVEY
At 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.
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 Harvey, the future of professional services is being written today — and we’re just getting started.
ROLE OVERVIEW
The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity. This role serves as the team’s primary escalation point for the most complex, technical, or nuanced customer issues, while remaining deeply hands-on in the support queue.
As a Senior Technical CX Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering. You’ll play a critical role in raising the technical bar of the team by mentoring peers, surfacing patterns from escalations, and helping translate hard-earned learnings into scalable improvements.
This role is ideal for someone who loves solving hard problems, operates calmly under pressure, and wants to maximize impact without moving into formal people management.
WHAT YOU'LL DO
ADVANCED SUPPORT & ESCALATION OWNERSHIP
- 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 escalate or involve cross-functional partners.
BUG MANAGEMENT & CROSS-FUNCTIONAL PARTNERSHIP
- Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
- Write clear, actionable bug reports with strong reproduction steps and customer impact context.
- Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
- Act as a bridge between technical teams and customers with varying levels of technical aptitude.
TEAM ENABLEMENT & SKILL DEVELOPMENT
- Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
- Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
- Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
- Model excellent customer communication, prioritization, and decision-making under pressure.
PATTERN RECOGNITION & CONTINUOUS IMPROVEMENT
- Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
- Surface actionable insights to CX leadership to inform product, tooling, or process improvements.
- Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
WHAT YOU HAVE
- 4–6+ years of experience supporting complex, AI-powered or machine learning–driven 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.
COMPENSATION
$112,000 - $168,000 USD
DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.
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Harvey 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 accommodations@harvey.ai