{"id":988404,"url":"https://alion.io/job/harvey-technical-cx-specialist-2","title":"Technical CX Specialist","company":{"id":2669,"name":"Harvey","domain":"harvey.ai","url":"https://alion.io/company/harvey","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":82,"ghost_share":0,"stale_share":0.841,"repost_share":0.024,"time_to_fill_p50_days":44,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Legal","role_family":"Legal","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":88000,"max":132000,"currency":"USD","period":"year","gross":null,"usd_annual":132000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false},{"name":"Rest API","optional":false}],"status":"live","first_seen_at":"2026-09-17T00:37:23Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-11-10T00:17:11Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"Why Harvey\nAt Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.\nThis is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched.\nOur team moves fast, takes ownership, and is deeply committed to the mission - operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.\nAt Harvey, the future of professional services is being written today - and we’re just getting started.\nRole Overview\nAs a Technical Customer Experience (CX) Specialist, you will be the frontline support within the global support team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.\nWhat You'll Do\nServe as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.\n\nJuggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.\n\nTroubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.\n\nMaintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.\n\nCollaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.\n\nMaintain a deep understanding of our products and services to provide knowledgeable support.\n\nDocument customer interactions and feedback to aid in continuous improvement of our services.\n\nWork closely with other departments to resolve customer issues and contribute to the overall customer experience.\n\nCollaborate effectively as part of a team while confidently owning and executing tasks independently.\n\nStay informed of new product features and updates to provide accurate and current support.\n\nContribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.\n\nWhat You Have\n3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products\n\nExceptional empathy and a genuine desire to help and connect with customers.\n\nStrong problem-solving skills, with the ability to think creatively and resolve complex issues.\n\nExcellent organisational skills, capable of managing multiple tasks and priorities effectively.\n\nStrong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.\n\nUnderstanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.\n\nFamiliarity with customer support tools and CRM systems; experience with Intercom is a plus.\n\nAbility to work collaboratively in a team environment and build positive working relationships across departments.\n\nA passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.\n\n\"This role is open to remote candidates located in: California, Oregon, Utah, Washington, Wisconsin”\nDepending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].\nHarvey 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.\nWe are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing ","description_format":"text","description_chars":4617,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"San Francisco","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Document AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-09-17T00:40:11Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.518,"p_room":0.44,"age_days":53,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":132000,"is_top_pay":false},"html_url":"https://alion.io/job/harvey-technical-cx-specialist-2","json_url":"https://alion.io/job/harvey-technical-cx-specialist-2.json","meta":{"generated_at":"2026-11-10T04:00:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9375,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2669},"rest":"https://alion.io/mcp/rest/get_company?id=2669"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fharvey-technical-cx-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fharvey-technical-cx-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fharvey-technical-cx-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/harvey-technical-cx-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fharvey-technical-cx-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":988404}},{"tool":"search_jobs","arguments":{"company":"harvey.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":988404},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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