Senior Technical User Operations Specialist

Harvey•New York, NY

6d•$119,000 - $161,000

About The Position

At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. With 1000+ customers in 58+ countries, 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us. At Harvey, the future of professional services is being written today — and we’re just getting started. Role Overview The Senior Technical Support 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 Support 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.

Requirements

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.

Responsibilities

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.
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.
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.
Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
Surface actionable insights to User Operations leadership to inform product, tooling, or process improvements.
Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.