Requirements
- 4–6+ years of experience in a technical support role for complex, AI-powered or machine learning–driven products.
- Demonstrated ability to serve as a senior escalation point for complex, technical, or high-risk customer issues.
- Proficient in technical troubleshooting, including working with APIs, integrations, and technical system behavior.
- Experience in managing bugs and collaborating closely with Product and Engineering teams.
- Ability to manage a high volume of support tickets while maintaining exceptional quality, responsiveness, and customer empathy.
- Confidence in leading customer calls and communicating clearly with both highly technical and non-technical users.
- Strong written communication skills, particularly in documenting investigations or summarizing complex issues.
- Proven track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility.
- Comfort operating in fast-moving environments with evolving processes and incomplete information.
Compensation
Not specified
Work Arrangement
Not specified
Team
Not specified
Other
The company 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. The company is committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
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