Senior Technical CX Specialist

The role

The Senior Technical CX Specialist handles a high-volume support queue and serves as the primary escalation point for complex technical issues. This person will manage bugs, lead customer calls, and partner with Product and Engineering teams to improve product workflows and system behavior.

What you will do

• Own a high-volume support queue and handle complex customer issues.
• Serve as the senior escalation point for technical investigations and incidents.
• Lead live customer calls to troubleshoot issues in real time.
• Apply troubleshooting across product workflows, integrations, APIs, and system behavior.
• Partner with Engineering and Product on bug investigations and resolution.
• Write actionable bug reports with reproduction steps and impact context.
• Upskill peers by sharing troubleshooting frameworks and product insights.
• Contribute to internal documentation, playbooks, and troubleshooting guides.
• Identify themes and systemic issues from escalations to inform improvements.
• Contribute to initiatives to improve support quality and operational efficiency.

Required qualifications

• 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 quality, responsiveness, and customer empathy.
• Confidence leading customer calls and communicating with technical and non-technical users.
• Strong written communication skills for documenting investigations or summarizing issues.
• Track record of mentoring peers and contributing to team-wide skill development.
• Comfort operating in fast-moving environments with evolving processes and incomplete information.
• Availability to participate in an on-call rotation including nights, weekends, and holidays.

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.