Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
May 10, 2026
Full Job Description
đź“‹ Description
- • As a Technical User Operations Specialist, you will serve as the frontline support for enterprise customers, ensuring empathetic and efficient resolution of technical and product-related issues, playing a critical role in maintaining customer satisfaction and product reliability.
- • Day to day, you will act as the first point of contact for support inquiries, manage competing priorities during fixed Friday–Tuesday shifts (including weekends), troubleshoot AI output, API, authentication, and access issues, collaborate with cross-functional teams to escalate and resolve complex problems, maintain up-to-date product knowledge, and document interactions to improve support materials and processes.
- • You will join a sharp, motivated, and mission-driven User Operations team at Harvey AI, a fast-scaling company transforming legal and professional services through frontier agentic AI, with over 1000 customers in 60+ countries and strong backing from world-class investors.
- • In this role, you will develop deep expertise in enterprise AI support, refine your technical troubleshooting and communication skills, gain experience in cross-functional collaboration, and contribute to shaping support operations at a high-growth AI company, with clear pathways for professional growth and ownership.
🎯 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 explain complex technical concepts clearly to both technical and non-technical audiences
- • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
- • Solid understanding of APIs, with the 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
- • Structured hybrid working arrangement: 3 days in office, 2 days working from home
- • A comprehensive 4-week onboarding and training program designed to set you up for success from day one
- • Professional development stipend to support your continued learning and growth
- • Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide
- • Be part of building something special as we continue to build support operations at Harvey
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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