Technical Account Manager

Responsibilities

• ▹Own and resolve inbound support tickets from Majors accounts, serving as the primary escalation point for high-severity and technically complex issues
• ▹Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security
• ▹Maintain deep account context — customer workflows, configurations, integrations, and sensitivities — to inform troubleshooting and communication
• ▹Provide real-time, hands-on technical support for senior customer stakeholders (Knowledge Management, Innovation, IT leaders)
• ▹Lead proactive incident communications, translating technical updates into customer-specific impact and next steps
• ▹Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives
• ▹Document root causes, resolutions, and preventative actions to improve product reliability
• ▹Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling

Requirements

• ▹Experience supporting enterprise or highly regulated software products in technical support, escalation management, or account-facing roles
• ▹Proven experience engaging and managing high-level stakeholders both internally and externally
• ▹Exceptional attention to detail with the ability to manage complex, multi-layered support cases
• ▹Familiarity with ticketing queue systems and resolving inbound customer inquiries
• ▹Strong technical foundation, able to troubleshoot complex systems and collaborate with Engineering and Product
• ▹Ability to bridge technical and non-technical communication, translating complex concepts into clear language
• ▹Deep customer obsession and ownership mindset, going beyond issue resolution
• ▹Exceptional judgment under pressure, in high-severity and confidential situations
• ▹Clear, polished written and verbal communication with senior customer stakeholders
• ▹Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy and customer trust

Nice to have

• ▹Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products
• ▹Familiarity with incident management frameworks, on-call models, or escalation playbooks
• ▹Prior experience working with law firms or professional services organizations

Soft skills

About the company

Harvey is transforming how legal and professional services operate, combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, they are scaling fast and defining a new category in real time.