Technical User Operations Specialist, APAC – Weekends (Wed-Sun)

Harvey

User Operations Specialist providing empathetic support for enterprise customers on AI-driven products. Managing technical inquiries and collaborating with cross-functional teams to enhance user experience.

Posted 7/11/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

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

Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
Professional Development: Annual support for courses, certifications, conferences, and books.
Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportAPI UnderstandingProblem-SolvingCritical ThinkingDocumentation Skills

Soft Skills

EmpathyCommunicationOrganizational SkillsAdaptabilityCollaboration