Premium Support Specialist, Weekend Coverage
Location
Ireland
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Premium Support Specialist, Weekend Coverage
Harvey
• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
Job Requirements
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles
- Proven experience engaging and managing high-level stakeholders both internally and externally
- Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases
- Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams
- Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
Benefits
- Flexible work arrangements
- Professional development
- Paid time off
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