About this role
Complex technical escalations and critical customer friction points require a dedicated specialist to bridge the gap between users and engineering teams at Harvey. This individual contributor role serves as the primary escalation point for intricate customer issues while managing a high-volume support queue for AI-powered legal and professional services platforms.
Daily responsibilities include leading live customer calls, driving bug investigations end-to-end, and partnering closely with product and engineering teams. The position also focuses on elevating team capabilities by mentoring peers, documenting troubleshooting frameworks, and translating ticket patterns into scalable operational improvements. Ideal candidates thrive in ambiguity, possess strong technical troubleshooting skills, and want to maximize professional impact without moving into formal people management.
What you will do
- Manage a full, high-volume support queue while resolving the most complex and ambiguous customer issues.
- Serve as the primary escalation point for technical investigations, edge cases, and customer-impacting incidents.
- Lead live customer calls to troubleshoot issues in real time and drive resolution in high-stakes scenarios.
- Partner closely with engineering and product teams on bug investigations, prioritization, and resolution.
- Write clear and actionable bug reports containing reproduction steps and customer impact context.
- Actively upskill peers by sharing troubleshooting frameworks, product insights, and internal documentation.
- Identify systemic issues and surface actionable insights to leadership to inform product and process improvements.
What you need
- Bring four to six or more years of experience supporting complex, AI-powered or machine learning-driven products in a technical customer support environment.
- Demonstrate proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues.
- Possess strong technical troubleshooting skills with comfort working with APIs, integrations, and technical system behavior.
- Show direct experience managing bugs and collaborating closely with product and engineering teams.
- Maintain the ability to handle high ticket volume while keeping exceptional quality, responsiveness, and customer empathy.
- Demonstrate confidence in leading customer calls and communicating clearly with technical and non-technical users.
- Display a track record of mentoring peers and contributing to team-wide skill development without formal management responsibilities.
Benefits
- Offers Equity
- Offers Bonus
Skills and tech stack
Questions candidates ask
What is the compensation range for this role?
The salary range for this position is $112,000 to $168,000 USD, with offers for equity and bonus also included.
What kind of products will I be supporting?
You will be supporting complex, AI-powered or machine learning-driven products in a technical customer support environment.
What does day-to-day collaboration with engineering look like?
You will partner closely with engineering and product on bug investigations, reproductions, prioritization, and resolution, while writing clear and actionable bug reports.
Does this role involve people management?
This is a highly experienced individual contributor role ideal for someone who wants to maximize impact without moving into formal people management.