Technical Specialist - Customer Experience

Overview

Frontline technical customer experience specialist within the global support team, reporting to a CX Manager, helping legal, tax and finance professionals at large firms get the most out of Harvey and owning technical issues from first response through root cause.

What you'll do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Own technical issues across topics such as AI output quality, login and SSO, authentication and tokens, REST API integrations, and error logs, working each to root cause by confirming scope, ruling out configuration and environment, and knowing why a fix will work before sending it.
• Investigate with Datadog (including RUM session replay), Omni, Snowflake and Auth0, and use Claude Code and the Datadog MCP integration to get to answers faster.
• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
• Maintain a deep understanding of our products and services to provide knowledgeable support.
• Document customer interactions and feedback to aid in continuous improvement of our services.
• Work closely with other departments to resolve customer issues and contribute to the overall customer experience.
• Collaborate effectively as part of a team while confidently owning and executing tasks independently.
• Stay informed of new product features and updates to provide accurate and current support.
• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

What you'll need

• 3+ years of proven experience in a technical support role, in a fast-paced environment providing white glove or premium support to large enterprise customers for AI-driven products.
• Exceptional empathy and a genuine desire to help and connect with customers.
• Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
• Excellent organisational skills, capable of managing multiple tasks and priorities effectively.
• Comfortable operating with ambiguity in a fast-moving environment, with a track record of taking ownership.
• Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
• Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.
• Ability to work collaboratively in a team environment and build positive working relationships across departments.
• A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
• Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends and holidays, in accordance with the company's on-call policy.

Nice to have

• Familiarity with customer support tools and CRM systems; experience with Zendesk and Salesforce is a plus.

Details

• Location: Bengaluru, India.
• Shift schedules are being finalized and may include hours outside standard local business hours to support global customers; specific working hours will be confirmed before an offer is accepted.
• Must be authorized to work in India. Visa sponsorship is not available.