Technical Specialist - Customer Experience

About the role

As a Technical Customer Experience (CX) Specialist, you will be frontline support within our global support team, reporting to a CX Manager. This isn’t a typical SaaS support role: Harvey moves fast, priorities shift often, and you’ll wear multiple hats as the product and team scale. We’re looking for someone who loves problem-solving, thrives with ambiguity, and pairs strong technical instincts with real empathy for enterprise customers.

What you'll do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness
• Own technical issues across topics like AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs
• Investigate with Datadog (including RUM session replay), Omni, Snowflake, and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts

What you need

• 4–7 yrs of experience
• Customer service
• Datadog
• REST APIs
• Snowflake
• Problem solving
• Any graduate

Good to have

• CRM
• Zendesk
• Salesforce