Harvey · 20 hours ago
Premium Support Specialist
United States
Full-time
Remote
Mid Level
$109K/yr - $148K/yrHarvey is transforming how legal and professional services operate by combining AI, an enterprise-grade platform, and deep domain expertise. They are seeking a Premium Support Specialist to join their Customer Success organization, providing expert support for strategic customers and handling complex, time-critical issues.
Artificial Intelligence (AI)Information TechnologyLegalLegal Tech
Responsibilities
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
Qualification
Required
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
Preferred
Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products
Familiarity with incident management frameworks, on-call models, or escalation playbooks
Prior experience working with law firms or professional services organizations
Company
Harvey
Harvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis.
Founded in 2022
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
Andreessen HorowitzEQT GrowthSequoia Capital
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