Premium Support Specialist

Responsibilities

• Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high-severity and technically complex issues.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

Requirements

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Proven experience engaging and managing high-level stakeholders both internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases.
• Familiarity with ticketing queue systems and resolving inbound customer inquiries.
• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
• Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers.
• Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product.
• Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.
• Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
• Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Nice-to-Haves

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