As a Technical Support Engineer - Premium Accounts, Weekend Coverage at Harvey, you are driving customer satisfaction and resolving complex issues for our premium clients, ensuring seamless integration of our cutting-edge AI technology into their operations. This role matters as it directly contributes to the success of our customers, thereby fueling the growth and expansion of Harvey's innovative legal and professional services platform. By joining our team, you are not only shaping the future of legal tech but also contributing to a generational company that is redefining the landscape of knowledge work. With a strong focus on customer escalation management, knowledge management, and the application of artificial intelligence, you are at the forefront of providing premium support, ensuring high customer retention and satisfaction. As Harvey continues to scale and define a new category in the industry, this position offers immense growth and advancement potential, allowing you to develop your skills and expertise in a rapidly evolving environment.

Your day-to-day activities involve managing and resolving customer issues, collaborating with internal teams to improve our products and services, and staying updated on the latest advancements in AI and legal tech. Key responsibilities include:

• Providing top-tier technical support to premium customers, ensuring timely and effective resolution of complex issues


• Developing and maintaining comprehensive knowledge bases and documentation to enhance customer support and reduce escalation


• Collaborating with cross-functional teams, including sales, product, and engineering, to identify and address customer needs and improve overall customer experience


• Analyzing customer feedback and market trends to inform product development and service enhancements


• Implementing and managing knowledge management systems to ensure efficient dissemination of critical information


• Participating in weekend coverage, ensuring our premium customers receive uninterrupted support


• Continuously updating your skills and knowledge in artificial intelligence, customer satisfaction strategies, and legal technology to maintain a high level of expertise. You will be reporting to the Technical Support Manager and working closely with a dynamic team of professionals who are passionate about delivering exceptional customer experiences and driving innovation in legal tech.

By joining Harvey, you become part of a vibrant