Premium Support Specialist (AI)

TL;DR

Premium Support Specialist (AI): Managing high-touch technical support and incident resolution for strategic enterprise customers with an accent on complex problem-solving and cross-functional collaboration. Focus on bridging technical and non-technical communication while ensuring the reliability and success of an agentic AI platform for legal professionals.

Location: Must be based in New York

Salary: $119,000 – $161,000 USD

Company

Harvey is an AI-powered platform transforming legal and professional services through frontier agentic AI and deep domain expertise.

What you will do

• Own and resolve inbound support tickets for strategic Majors accounts, serving as a primary escalation point for high-severity issues.
• Triage and investigate urgent technical problems, coordinating across Engineering, Product, and Security teams.
• Provide hands-on technical support for senior customer stakeholders, including IT and Innovation leaders.
• Lead proactive incident communications, translating technical updates into clear customer-specific impact reports.
• Document root causes and contribute to the development of escalation playbooks and support tooling.
• Partner with Customer Success Managers to enhance post-sale technical engagement and customer outcomes.

Requirements

• Must be based in New York
• Experience supporting enterprise or highly regulated software products in technical support or escalation management roles.
• Proven ability to manage and resolve complex, multi-layered support cases with high-level stakeholders.
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with Engineering.
• Exceptional written and verbal communication skills, capable of translating technical concepts for non-technical audiences.
• Ability to operate under pressure in high-severity, time-sensitive, and confidential environments.

Nice to have

• Experience supporting AI-powered, data-intensive, or security-sensitive products.
• Familiarity with incident management frameworks and on-call models.
• Prior experience working with law firms or professional services organizations.

Culture & Benefits

• Opportunity to build a generational company at a critical inflection point.
• High-growth environment with significant personal and professional development potential.
• Equity compensation included.
• Collaborative team culture focused on decisiveness, simplicity, and ownership.