# Technical User Operations Specialist – EMEA

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** Dublin, Ireland, London, United Kingdom
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** AI, APIs, Authentication, Error Logs, Crm Systems, Customer Support Tools, Technical Support, Troubleshooting, Critical Thinking, Knowledge Base Articles
**Posted:** 2026-07-30

> Provides frontline technical support to enterprise customers using AI-driven products, troubleshooting product, API, authentication, and access issues while documenting feedback and improving support processes. Requires at least three years of premium technical support experience and strong communication and problem-solving skills.

## Job Description

## Responsibilities
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across technical and product-related issues, including AI output quality, app access, APIs, authentication, and error logs.
- Manage multiple competing priorities while maintaining responsiveness, reliability, and accountability during assigned support shifts.
- Collaborate with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong customer experience.
- Maintain current knowledge of products, features, and services.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, FAQs, and knowledge-base articles.
- Own tasks independently while contributing to team workflows and support-process refinement.

## Requirements
- 3+ years of experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- Exceptional written and verbal communication skills, with the ability to build trust and explain complex technical concepts to technical and non-technical audiences.
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- Highly organized and adaptable, able to manage multiple tasks and competing priorities.
- Solid understanding of APIs, including the ability to troubleshoot and explain API-related concepts.
- Proficiency with customer support tools and CRM systems.
- Collaborative approach to cross-functional work.
- Commitment to learning, continuous improvement, and staying current with industry trends and best practices.

## Compensation and Benefits
- Structured hybrid working arrangement: 3 days in the office and 2 days working from home.
- Four-week onboarding and training program.
- Professional development stipend.
- Opportunities to work on cross-functional projects and company-wide user-operations initiatives.

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