Senior Technical User Operations Specialist (AI)

TL;DR

Senior Technical User Operations Specialist (AI): Managing complex technical escalations and high-volume support for an AI-powered legal platform with an accent on API troubleshooting, bug management, and cross-functional collaboration. Focus on mentoring the team, surfacing systemic product insights, and driving resolution for high-stakes customer issues.

Location: Must be based in or able to work from London or Dublin

Company

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

What you will do

• Own a high-volume support queue, serving as the primary escalation point for complex technical issues.
• Lead live customer calls to troubleshoot and resolve high-stakes incidents in real time.
• Partner with Engineering and Product teams to manage bug lifecycles, from reproduction to resolution.
• Mentor peers by sharing troubleshooting frameworks and best practices to elevate team performance.
• Identify systemic patterns in escalations to drive product and process improvements.
• Document complex investigations and maintain internal playbooks to scale technical knowledge.

Requirements

• 4–6+ years of experience in technical customer support for AI or machine learning products.
• Proven track record as a senior escalation point for complex, high-risk technical issues.
• Strong technical proficiency with APIs, integrations, and system behavior analysis.
• Experience collaborating directly with Product and Engineering teams on bug management.
• Ability to communicate clearly with both technical and non-technical stakeholders.
• Comfort operating in a fast-paced, ambiguous environment with evolving processes.

Culture & Benefits

• Opportunity to build a generational company at a critical inflection point.
• High-growth environment with significant potential for professional and financial advancement.
• Collaborative culture focused on decisiveness, simplicity, and mission-driven work.
• Access to world-class investor support and a rapidly scaling customer base.