Premium Support Specialist, Weekend Coverage

🔥 13 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Harvey

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

💰 $80.6G Series B on 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey is a professional class AI solution tailored specifically for law firms, professional service providers, and Fortune 500 companies. It offers a suite of domain-specific tools that enable users to delegate complex tasks in natural language to a customized personal assistant. Harvey's platform facilitates rapid research with grounded results across legal, regulatory, and tax domains, while also providing secure project workspaces for document analysis through generative AI. With a focus on enterprise-grade security and industry-leading AI models, Harvey aims to streamline workflows and free professionals, such as lawyers, from mundane tasks, enabling them to concentrate on strategic and advisory roles.

📋 Description

• 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. • Proven experience engaging and managing high-level stakeholders both internally and externally. • Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases. • Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. • Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers. • Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product. • 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. • Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products is a plus. • Familiarity with incident management frameworks, on-call models, or escalation playbooks is a plus. • Prior experience working with law firms or professional services organizations is a plus.

🏖️ Benefits

• Weekend coverage included as part of the standard five-day workweek. • Exceptional technical support. • Clear, credible customer communications. • Proactive incident management.