Premium Support Specialist, Harvey

• 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

Desirable

• As Harvey continues to scale its premium customer offerings, we are hiring a Premium Support Specialist to join our Customer Success organization. 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
• The Premium Support Specialist strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications
• This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience
• 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