Loading...
Mid LevelFull-timeRustAI
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Premium Support Specialist to join our Customer Success organization at Harvey. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.
Key Responsibilities
- →Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution.
- →Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
- →Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
- →Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
- →Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
- →Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
- →Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
- →Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
- →Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.
Requirements
- ✓Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- ✓Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
- ✓Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
- ✓Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
- ✓Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
- ✓Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
- ✓Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
