Technical Support • Senior

Who you are

You are a highly experienced individual contributor with a strong background in technical support operations. You thrive in complexity and ambiguity, and you have a proven track record of resolving nuanced customer issues effectively. Your ability to communicate technical concepts clearly to both technical and non-technical stakeholders sets you apart. You are deeply committed to customer satisfaction and understand the importance of building strong relationships with clients. You enjoy working in a fast-paced environment and are motivated by the opportunity to contribute to a transformative mission in the legal and professional services sector.

You have experience in a similar role, where you have acted as an escalation point for complex technical issues. Your hands-on approach allows you to dive deep into problems, and you are comfortable working with cross-functional teams to ensure customer success. You are adaptable and can navigate the challenges that come with a rapidly evolving company. You are passionate about leveraging technology to improve user experiences and operational efficiency.

What you'll do

In this role, you will be responsible for managing the most complex technical support inquiries from customers. You will serve as the primary escalation point for the support team, ensuring that issues are resolved efficiently and effectively. You will collaborate closely with engineering and product teams to communicate customer feedback and drive improvements in the product. Your role will involve analyzing support trends and identifying opportunities for process improvements to enhance the overall customer experience. You will also mentor junior team members, sharing your expertise and helping them develop their skills in technical support.

You will work closely with customers to understand their needs and provide tailored solutions. Your ability to think critically and solve problems will be essential as you navigate complex technical challenges. You will contribute to the development of support documentation and training materials, ensuring that the team is well-equipped to handle customer inquiries. Your insights will help shape the future of support operations at Harvey, as you work to create a seamless experience for users.

What we offer

At Harvey, you will be part of a dynamic team that is committed to transforming the future of professional services. We offer a collaborative work environment where your contributions are valued and recognized. You will have the opportunity to work with cutting-edge technology and be part of a company that is scaling rapidly. We believe in investing in our employees' growth and development, providing opportunities for professional advancement and skill enhancement. Join us as we redefine how legal and professional services operate, and help us build a generational company at a true inflection point.