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HarveyPosted Sep 8, 2026
Senior Technical CX Specialist
San Francisco · Remotefull timeRemotesenior$112k–$168kH1B: no
Harvey Senior Technical Customer Experience Specialist at Harvey handling complex, technical customer issues and serving as the primary escalation point. Collaborate with Product and Engineering to manage bugs and improve support processes.
Responsibilities
- The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity. This role serves as the team’s 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 CX 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. You’ll 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.
- 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.
Company
Harvey
View company page10000+ employees
Consulting
Founded 1989
Source: ashby
Active within the past hour
Remote-friendly