Technical CX Specialist, EMEA

The role

You will serve as frontline support for legal, tax, and finance professionals at large firms. You will own technical issues from first response through root cause analysis.

What you will do

• Serve as the first point of contact for customer support inquiries.
• Juggle multiple competing priorities and tasks.
• Own technical issues including AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs.
• Investigate with Datadog, Omni, Snowflake, and Auth0.
• Maintain reliability and accountability during assigned shifts.
• Collaborate with team members to troubleshoot complex issues.
• Maintain a deep understanding of products and services.
• Document customer interactions and feedback.
• Work with other departments to resolve customer issues.
• Contribute to the development of support processes, FAQs, and knowledge base articles.

Required qualifications

• 3+ years proven experience in a technical support role in a fast-paced environment providing white glove or premium support to large enterprise customers for AI-driven products
• Exceptional empathy and a desire to help and connect with customers
• Strong problem-solving skills
• Excellent organisational skills
• Comfortable operating with ambiguity in a fast-moving environment
• Strong communication skills, both written and verbal
• Understanding of APIs
• Ability to work collaboratively in a team environment
• Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays

Nice to have

• Experience with Zendesk
• Experience with Salesforce

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.