Technical User Operations Specialist

Harvey

Technical User Operations Specialist providing empathetic support for enterprise customers with AI-driven products. Resolving technical inquiries and ensuring seamless customer experience.

Posted 5/27/2026full-timeArizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Louisiana, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $94,000 - $126,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.

Requirements

What you’ll need

3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
Proficiency with customer support tools and CRM systems.
Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.

Benefits

Comp & perks

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportAI-driven productsAPIsproblem-solvingcritical thinkingtroubleshootingcustomer supportwhite-glove supportdocumentationcontinuous improvement

Soft Skills

empathycommunicationtrust buildingadaptabilityorganizationcollaborationcreativityresponsivenessreliabilityaccountability