Why This Job is Featured on The SaaS Jobs
Premium Support sits at a critical junction in modern SaaS, where reliability, security expectations, and customer trust are part of the product itself. This role stands out because it is positioned around “Majors” accounts and escalations, indicating a mature, enterprise-facing motion where support is deeply intertwined with Customer Success, Engineering, Product, and Security rather than operating as a standalone queue.
For a SaaS career, the work builds durable operating skills that translate across categories: incident triage, stakeholder communication under time pressure, and turning root-cause learnings into runbooks and preventative actions. The emphasis on maintaining account context across configurations and integrations also mirrors how enterprise SaaS scales, with support professionals developing a systems view of product behavior in real customer environments.
This is best suited to someone who enjoys technically complex problem solving and can switch between investigation and clear external updates without losing precision. It will particularly fit professionals who want to be close to strategic customers, prefer cross-functional coordination over narrow specialization, and are motivated by improving operational maturity through documentation, retrospectives, and process design.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
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 inbound support and escalation resource for Harvey’s largest and most strategic customers in the Majors segment.
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.
What You'll Do
Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high-severity and technically complex issues.
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.
What You Have
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.
.Familiarity with ticketing queue systems and resolving inbound customer inquiries
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.
Nice to Have
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.
Compensation Range
$119,000 -$161,000 USD
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
