Why Harvey

At Harvey were transforming how legal and professional services operate not incrementally but end-to-end. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. With 1000 customers in 58 countries strong product-market fit and world-class investor support were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.

Our team is sharp motivated and deeply committed to the mission. We move fast operate with intensity and take real ownership of the problems we tackle from early thinking to long-term outcomes. We stay close to our customers from leadership to engineers and work together to solve real problems with urgency and care. If you thrive in ambiguity push for excellence and want to help shape the future of work alongside others who raise the bar we invite you to build with us.

At Harvey the future of professional services is being written today and were just getting started.

Role Overview

As 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 support resource for Harveys most strategic customers providing rapid expert handling of complex time-critical and sensitive issues.

The Premium Support Specialist strengthens Harveys 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 Youll Do

• Serve as a primary escalation point for Enterprise and Majors accounts owning high-severity and technically complex support cases through resolution.

• 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 Harveys 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.

• Strong technical foundation with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.

• 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

$109100 - $147700 USD

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Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

IC