Why This Job is Featured on The SaaS Jobs
This Senior Technical User Operations Specialist role stands out in the SaaS ecosystem because it sits at the intersection of enterprise support, product reliability, and an AI-driven platform. With a large, global customer base already in place, the work is less about proving initial adoption and more about sustaining trust as sophisticated users push the product into complex workflows, integrations, and edge cases.
From a SaaS career perspective, the role builds durable experience in how modern platforms scale operationally. Ownership of escalations, incident-style problem solving, and end-to-end bug management develops the kind of cross-functional judgment that translates across B2B SaaS teams. The emphasis on pattern detection and documentation also maps to the operational maturity required as support organizations evolve from reactive ticket handling to system-level improvement.
This position is best suited to an experienced, hands-on support operator who prefers depth over management tracks and is comfortable acting as a technical bridge between customers and engineering. It will appeal to professionals who enjoy ambiguity, can lead troubleshooting conversations calmly, and want their work to influence product quality through clear investigations and actionable reporting.
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
The Senior Technical Support Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity. This role serves as the team’s primary escalation point for the most complex, technical, or nuanced customer issues, while remaining deeply hands-on in the support queue.
As a Senior Technical Support Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering. You’ll play a critical role in raising the technical bar of the team by mentoring peers, surfacing patterns from escalations, and helping translate hard-earned learnings into scalable improvements.
This role is ideal for someone who loves solving hard problems, operates calmly under pressure, and wants to maximize impact without moving into formal people management.
What You’ll Do
Advanced Support & Escalation Ownership
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.
Bug Management & Cross-Functional Partnership
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.
Team Enablement & Skill Development
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.
Pattern Recognition & Continuous Improvement
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.
What You Have
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.
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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
