Harvey
Senior Technical CX Specialist
$112K–$168K
San Francisco · Hybrid · Senior · Full-time · Posted Sep 8, 2026
- Experience
- 4–6+ years
About the job
Provides hands-on technical customer support, owns complex escalations and bug investigations, and helps improve team practices and product feedback.
What you'll do
- Manage a high-volume support queue and lead escalations, technical troubleshooting, and live customer calls.
- Partner with Product and Engineering to investigate, document, track, and resolve bugs.
- Mentor peers, document troubleshooting practices, and surface recurring issues and improvement opportunities.
What they ask for
- Experience supporting complex AI-powered or machine-learning-driven products in technical customer support.
- Experience serving as a senior escalation point for complex, technical, or high-risk customer issues.
- Technical troubleshooting skills with APIs, integrations, and system behavior; experience managing bugs with Product and Engineering.
- Availability for an on-call rotation, including nights, weekends, and holidays.
Pay
$112,000 - $168,000 USD (base salary)
Tools
APIs
AI focus
Supports AI-powered or machine-learning-driven products; no specific AI development work is stated.
Model-written summary · the original posting is authoritative