Job Overview
Location
Dublin
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for enterprise customers, resolving technical and product-related inquiries including AI output quality, app access, APIs, authentication, and error logs with empathy and accuracy.
- • Manage multiple competing priorities during assigned support shifts while maintaining high responsiveness, reliability, and accountability in a fast-paced environment.
- • Collaborate with teammates and cross-functional teams to troubleshoot complex issues, escalate critical cases appropriately, and enhance overall customer experience.
- • Maintain up-to-date knowledge of Harvey’s AI-driven platform, features, and services to provide informed, current, and consistent support.
- • Document all customer interactions, issues, and feedback to drive continuous improvement of products, support processes, and knowledge base content such as FAQs.
- • Independently own assigned tasks while actively contributing to the refinement and optimization of team workflows and operational procedures.
- • Provide premium, white-glove support to large enterprise customers using AI-driven software products in a high-expectation environment.
- • Communicate complex technical concepts clearly to both technical and non-technical customers through written and verbal channels.
- • Work on a fixed Friday–Tuesday schedule, including weekend coverage as part of the standard five-day workweek.
- • Utilize customer support tools and CRM systems to log, track, and manage support tickets and customer interactions efficiently.
- • Build trust with customers through exceptional communication skills and a proactive, solution-oriented approach.
- • Stay current on industry trends, AI product developments, and support best practices to continuously elevate service quality.
- • Contribute to a collaborative team culture by sharing insights, supporting peers, and participating in process improvements.
- • Ensure all customer interactions align with Harvey’s commitment to urgency, care, and excellence in professional services.
🎯 Requirements
- • 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- • Exceptional empathy and communication skills (written and verbal), with the ability to build trust and clearly explain complex technical concepts to technical and non-technical audiences.
- • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues; highly organised and adaptable.
- • Solid understanding of APIs and ability to troubleshoot and articulate API-related concepts clearly.
- • Proficiency with customer support tools and CRM systems.
- • Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.
🏖️ Benefits
- • Opportunity to help shape the future of professional services through cutting-edge AI technology.
- • Work alongside a sharp, motivated team deeply committed to mission-driven outcomes.
- • Unmatched personal, professional, and financial growth potential at a company in a rapid scaling phase.
- • Fixed Friday–Tuesday work schedule with integrated weekend coverage as part of the standard five-day workweek.
- • Collaborative, high-accountability environment focused on ownership and long-term impact.
- • Exposure to enterprise customers across 60+ countries and deep engagement with AI-driven product innovation.
Skills & Technologies
About Harvey AI Inc.
Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.
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