Technical CX Specialist, EMEA
Core
Frontline technical support for legal, tax, and finance professionals using Harvey's agentic AI platform, owning issues from first response to root cause.
Role type
Senior IC technical customer experience specialist
Builds
Enterprise-grade AI platform for professional services
Domain
Legal tech / AI / SaaS
Deliverable
production ML models
Required skills
Technical troubleshooting, API integration knowledge, root cause analysis, Datadog, Snowflake, Auth0, Zendesk, empathy, problem-solving
Preferred skills
Experience with AI-driven products, Salesforce, knowledge base creation
Technologies
Datadog, Omni, Snowflake, Auth0, Claude Code, REST API, Zendesk, Salesforce
Responsibilities
Serve as first point of contact for customer inquiries, investigate technical issues to root cause, collaborate with teams to resolve complex problems, document interactions and feedback, contribute to support process refinement
Seniority
Mid-level, hands-on IC
