Role OverviewAs Harvey continues to scale its premium customer offerings, we are hiring a
Premium Support Specialist to join our Customer Success organization. This role serves as a high-touch, technically fluent inbound support and escalation resource for Harvey's largest and most strategic customers in the Majors segment.
The Premium Support Specialist strengthens Harvey's post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.
What You'll Do- 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.
What You Have- 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 Have
- 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.
Compensation Range$119,000 -$161,000 USD
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