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As a Senior Full Stack Software Engineer, you will embed with enterprise customers to implement AI systems, design workflows, and operationalize software solutions, enhancing efficiency and driving measurable outcomes.

The Staff Software Engineer will design and build AI platform systems, focusing on context management and model integration, driving infrastructure quality for legal applications.

Lead adoption and value realization of Harvey's AI platform for mid-market legal and in-house teams. Manage 40+ accounts, implement integrations, deliver training, design scalable playbooks and self-help materials, track success metrics, drive renewals and expansions, and relay customer feedback to product teams.

Owner of Support Operations analytics: build and maintain dashboards and recurring reports, track cSAT/TTR/QA/escalations, instrument Zendesk, connect support to product/customer data, design feedback loops, measure AI-driven support impact, quantify cost of bugs/features, and support ad-hoc analysis for leadership.

Lead implementation and adoption of Harvey's AI/LLM platform for 40+ mid-market clients. Provide training, drive engagement and advocacy, monitor health and success metrics, create scalable playbooks and documentation, surface customer feedback to product teams, and ensure renewal and expansion readiness.

Own support analytics for User Operations: build recurring reports and self-serve dashboards, track north-star metrics (cSAT, TTR, QA, escalations), instrument Zendesk, connect support data to product/customer sources, quantify operational cost of bugs, measure AI-driven support impact, and deliver ad hoc analyses to inform Product, Engineering, and leadership.

Own support analytics for User Operations: build dashboards and recurring reports, track north-star metrics (cSAT, TTR, QA, escalations), instrument Zendesk, connect support to product/customer data, quantify operational costs of bugs, and measure AI-driven support performance.

Lead design and execution of programs, processes, tooling, and documentation to scale the Legal Engineering organization. Partner with managers, Sales Ops, Product, and leadership to translate strategy into cross-functional programs, drive change management, and ensure consistent operations across US, EMEA, and APAC.

Design and build scalable dbt pipelines and semantic models to turn product event data into reliable analytics. Define tracking, governance, and metric standards; partner with Product, GTM, Finance, and execs to deliver self-serve dashboards and data products that drive decision-making.

Own go-to-market strategy for a core product area: define positioning and messaging, lead product and feature launches, create sales- and customer-facing assets, run customer and competitive research, enable sales and growth teams, and drive adoption and revenue through cross-functional execution and post-launch iteration.