Technical CX Specialist

Harvey

. Serve as the first point of contact for customer support inquiries .

Posted 9/17/2026full-timeRemote • Arizona • United StatesMid-LevelSenior💰 $88,000 - $132,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for AI-driven products, with a strong focus on customer empathy, problem-solving, and effective communication. Capable of managing multiple priorities while collaborating across departments to enhance customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceAPI UnderstandingCustomer Support Tools FamiliarityStrong Problem-Solving SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportAPI TroubleshootingError Log AnalysisFeature Request ManagementDocumentation Skills

Soft Skills

EmpathyOrganizational SkillsCollaborationCreativity in Problem-SolvingDesire for Personal Growth

Tools & Technologies

CRM SystemsCustomer Support Tools

Industry Keywords

AI-Driven ProductsPremium SupportEnterprise Customers

About the role

Key responsibilities & impact

Serve as the first point of contact for customer support inquiries
Deliver empathetic, accurate, and timely resolutions
Juggle multiple competing priorities and tasks
Troubleshoot AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues
Provide consistent coverage and follow-through during assigned shifts
Collaborate with team members on complex issues and escalate appropriately
Maintain deep product and service knowledge
Document customer interactions and feedback
Work with other departments to resolve customer issues
Execute tasks independently while collaborating with the team
Stay informed about new product features and updates
Develop and refine support processes and materials, including FAQs and knowledge base articles

Requirements

What you’ll need

3+ years of proven experience in a technical support role
Experience in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products
Exceptional empathy and genuine desire to help and connect with customers
Strong problem-solving skills and ability to resolve complex issues creatively
Excellent organisational skills and ability to manage multiple tasks and priorities
Strong written and verbal communication skills
Understanding of APIs and ability to explain complex API concepts to technical and non-technical customers
Familiarity with customer support tools and CRM systems
Ability to work collaboratively across departments
Passion for learning and personal growth
Must be legally authorized to work in the United States

Benefits

Comp & perks

Opportunity for personal, professional, and financial growth
Equal opportunity employment
Reasonable accommodations for applicants with disabilities