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Senior Technical User Operations Specialist at Harvey | Sydney

HarveySydney
On-site Full-time

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Experience Level

Senior

Qualifications

Key ResponsibilitiesAdvanced Support & Escalation OwnershipManage a comprehensive, high-volume support queue while adeptly handling the most intricate, high-impact, or ambiguous customer issues. Act as the senior escalation point for technical investigations, edge cases, and incidents that affect customers. Lead customer calls and ensure thorough follow-through on complex cases.

About the job

Why Choose Harvey?

At Harvey, we are revolutionizing the landscape of legal and professional services. Our approach transcends mere incremental changes, aiming for comprehensive transformation. By leveraging cutting-edge agentic AI, a robust enterprise platform, and extensive domain expertise, we are redefining how essential knowledge work is performed for generations to come.

This is an exceptional opportunity to be part of a generational company at a pivotal moment in its journey. With over 1,000 customers across more than 58 countries, a strong product-market fit, and the backing of world-class investors, we are rapidly scaling and creating a new category in real time. The challenges are ambitious, the expectations are high, and the potential for personal, professional, and financial growth is unparalleled.

Our team is composed of sharp, motivated individuals who are deeply dedicated to our mission. We operate with urgency and ownership, collaborating closely with our customers—from leadership to engineers—to address real problems with care. If you thrive in a dynamic environment, strive for excellence, and wish to contribute to shaping the future of work alongside colleagues who elevate standards, we welcome you to join us in building something extraordinary.

At Harvey, we are not just envisioning the future of professional services; we are actively writing it today.

Role Overview

The Senior Technical User Operations Specialist is an advanced individual contributor role tailored for support operators who excel in complex and ambiguous scenarios. This position serves as the primary escalation point for intricate, technical, or nuanced customer issues, while also remaining actively engaged in the support queue.

In this role, you will manage a high volume of sophisticated support cases, lead customer discussions, oversee bug management from start to finish, and establish yourself as a trusted collaborator with Product and Engineering teams. You will significantly contribute to enhancing the team's technical capabilities by mentoring colleagues, identifying patterns in escalations, and helping to transform valuable insights into scalable improvements.

This position is perfect for someone who enjoys tackling challenging problems, maintains composure under pressure, and seeks to maximize their impact without stepping into formal management roles.

About Harvey

Harvey is at the forefront of transforming the legal and professional service sectors, blending advanced AI technology with a robust platform and deep industry knowledge to create lasting change.

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