Harvey · 16 hours ago
Senior Technical User Operations Specialist
United States
Full-time
Remote
Mid, Senior Level
$119K/yr - $161K/yr
4+ years expHarvey is transforming how legal and professional services operate by combining AI and deep domain expertise. The Senior Technical User Operations Specialist will handle complex customer support issues, lead troubleshooting efforts, and collaborate closely with Engineering and Product teams to improve support quality and operational efficiency.
Artificial Intelligence (AI)Information TechnologyLegalLegal Tech
Responsibilities
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
Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior
Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners
Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution
Write clear, actionable bug reports with strong reproduction steps and customer impact context
Track issues through resolution and communicate updates clearly to customers and internal stakeholders
Act as a bridge between technical teams and customers with varying levels of technical aptitude
Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices
Serve as a go-to resource for Specialists navigating difficult or ambiguous cases
Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team
Model excellent customer communication, prioritization, and decision-making under pressure
Identify themes, patterns, and systemic issues emerging from escalations and complex tickets
Surface actionable insights to User Operations leadership to inform product, tooling, or process improvements
Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency
Qualification
Required
4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment
Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues
Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior
Experience managing bugs and collaborating closely with Product and Engineering teams
Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy
Confidence leading customer calls and communicating clearly with both highly technical and non-technical users
Strong written communication skills, particularly when documenting investigations or summarizing complex issues
Track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility
Comfort operating in fast-moving environments with evolving processes and incomplete information
Company
Harvey
Harvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis.
501-1000 employees
H1B Sponsorship
Harvey has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (6)
2023 (2)
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
Andreessen HorowitzEQT GrowthCoatue,Kleiner Perkins
2025-10-30Series F· $160M
2025-10-06Series E· $59M
2025-06-23Series E· $300M
Leadership Team
Winston Weinberg
CEO & Co-Founder
Gabe Pereyra
President & Co-Founder
Recent News
2026-01-24
Business Insider
2026-01-23
Company data provided by crunchbase