About the job
Why Join Harvey?
At Harvey, we’re revolutionizing the landscape of legal and professional services. Our approach is not just incremental; it’s transformative. By merging cutting-edge AI technology, a robust enterprise platform, and extensive industry insight, we are redefining how critical knowledge work is accomplished for years to come.
This position offers a unique opportunity to contribute to the establishment of a generational company at a pivotal moment in its growth. With over 1,000 clients in more than 58 countries, a strong product-market fit, and exceptional backing from investors, we are rapidly scaling and pioneering a new market. Our ambitions are high, and the potential for personal, professional, and financial growth is unparalleled.
Our team is composed of highly-skilled, passionate individuals who are dedicated to our mission. We work with urgency and intensity, taking full ownership of the challenges we face — from initial ideation to long-term solutions. Our close-knit collaboration with our customers, from leadership to engineering, allows us to address real issues with care and immediacy. If you excel in uncertain environments, strive for excellence, and wish to help shape the future of work alongside others who set high standards, we welcome you to join our journey.
At Harvey, we are not just imagining the future of professional services; we are actively creating it.
Role Overview
As a Senior Technical User Operations Specialist, you will play a vital role as an experienced individual contributor, expertly navigating complex and ambiguous support challenges. This position serves as the primary escalation point for intricate, technical, or nuanced customer inquiries while remaining actively engaged in day-to-day support tasks.
In this role, you will manage a substantial volume of sophisticated support cases, lead customer interactions, oversee bug management from start to finish, and act as a trusted collaborator with Product and Engineering teams. Your contribution will be pivotal in elevating the technical capabilities of the team through mentoring, identifying trends in escalations, and translating valuable insights into scalable enhancements.
This opportunity is perfect for those who enjoy tackling challenging problems, maintaining composure under pressure, and seeking to maximize their impact without pursuing formal management roles.
What You'll Do
Advanced Support & Escalation Management
Take ownership of a comprehensive, high-volume support queue while adeptly addressing the most complex, impactful, or ambiguous customer challenges.
Serve as the senior escalation point for technical inquiries, edge cases, and customer-related issues.

