Senior Technical User Operations Specialist, EMEA

Why Harvey

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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 1500 customers in 60 countries strong product-market fit and world-class investor support were 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 Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were 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 teams 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. Youll 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 Youll 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 User Operations 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

• 46 years of experience supporting complex AI-powered or machine learningdriven 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.

#LI-LM1

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

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1