At a Glance
- Tasks: Solve complex technical issues and mentor peers in a dynamic support environment.
- Company: Join HARVEY, a forward-thinking tech company with a collaborative spirit.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
- Why this job: Make a real impact by tackling challenging problems and enhancing user experiences.
- Qualifications: 4-6+ years in technical support with strong troubleshooting and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Senior Technical User Operations Specialist, EMEA
Location: London, England, GB. Also Dublin. Employment Type: Full time. Location Type: Hybrid. Department: User Operations.
Role Overview
The Senior Technical Support Specialist is a highly experienced individual contributor role designed for support operators who thrive in complexity and ambiguity.
This role serves as the team’s primary escalation point for the most complex, technical, or nuanced customer issues, while remaining deeply hands‑on in the support queue.
As a Senior Technical Support 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.
You’ll play a critical role in raising the technical bar of the team by mentoring peers, surfacing patterns from escalations, and helping translate hard‑earned learnings into scalable improvements.
This role is ideal for someone who loves solving hard problems, operates calmly under pressure, and wants to maximize impact without moving into formal people‑management.
- What You’ll Do
- 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 elevate 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 User Operations leadership to inform product, tooling, or process improvements.
- Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
- What You Have
- 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.
Harvey is an equal‑opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical User Operations Specialist, EMEA at HARVEY in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harvey. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harvey before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical User Operations Specialist, EMEA at HARVEY in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harvey:Your cover letter is your chance to shine! Tell us why you want to work at Harvey specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harvey!
How to prepare for a job interview at Harvey
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
