# Senior Technical CX Specialist

**Company**: Harvey
**Location**: San Francisco
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Salary**: $112K - $168K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/harvey/b7842fd8-72b2-43ea-8b5e-57aa45d893c7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_100e824e-7e8

## Description

The Senior Technical Customer Experience (CX) Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity.

As a Senior Technical CX Specialist, you will handle high volumes of sophisticated support cases, lead customer calls, manage bugs end-to-end, and act as a trusted partner to Product and Engineering.

## Responsibilities

### Advanced Support & Escalation Ownership

- Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues.

- Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.

- Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios.

- Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.

- Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners.

### Bug Management & Cross-Functional Partnership

- Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.

- Write clear, actionable bug reports with strong reproduction steps and customer impact context.

- Track issues through resolution and communicate updates clearly to customers and internal stakeholders.

- Act as a bridge between technical teams and customers with varying levels of technical aptitude.

### Team Enablement & Skill Development

- Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.

- Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.

- Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.

- Model excellent customer communication, prioritization, and decision-making under pressure.

### Pattern Recognition & Continuous Improvement

- Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.

- Surface actionable insights to CX leadership to inform product, tooling, or process improvements.

- Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.

## Requirements

- 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment.

- Proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues.

- Strong technical troubleshooting skills, including comfort working with APIs, integrations, and technical system behavior.

- Experience managing bugs and collaborating closely with Product and Engineering teams.

- Ability to handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy.

- Confidence leading customer calls and communicating clearly with both highly technical and non-technical users.

- Strong written communication skills, particularly when documenting investigations or summarizing complex issues.

- 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.

- Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy.

## Benefits

- Comprehensive health, dental and vision coverage

- Retirement benefits (401k match up to 4%)

- Flexible PTO

- Equity plan

## Skills

### Required
- Technical Troubleshooting
- API
- Integration
- Machine Learning
- Customer Support
- Bug Management
- Cross-Functional Partnership
- Leadership
- Communication
- Documentation

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/harvey/b7842fd8-72b2-43ea-8b5e-57aa45d893c7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)