Technical Customer Experience Specialist EMEA

Technical Customer Experience Specialist EMEA

Company

Harvey

Conditions

6 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will provide frontline technical support for enterprise customers and own issues from initial response through root cause. You will investigate authentication, API, AI-output, and error-log issues; document interactions; collaborate on escalations; and improve support materials and processes.

Requirements

• 3+ years of technical support experience for large enterprise customers using AI-driven products
• API knowledge
• Ability to explain technical concepts to technical and non-technical customers
• Experience with customer support tools and CRM systems
• Zendesk experience is a plus
• Salesforce experience is a plus
• Ability to work in an on-call rotation, including nights, weekends, and holidays

Responsibilities

• Serve as the first point of contact for customer support inquiries
• Resolve customer issues accurately and promptly
• Own technical issues through root-cause investigation
• Investigate AI output, login, SSO, authentication, token, API, and error-log issues
• Use Datadog, Omni, Snowflake, Auth0, Claude Code, and Datadog MCP to investigate issues
• Escalate complex issues appropriately
• Document customer interactions and feedback
• Maintain product knowledge and communicate feature updates
• Develop support processes, FAQs, and knowledge-base articles
• Participate in an on-call rotation

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