Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate by combining AI and deep domain expertise. They are hiring a Technical Account Manager to provide expert support for strategic customers, manage complex issues, and enhance customer experience.
Responsibilities
- 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
- 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, internal knowledge coverage, and operational maturity
- Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling
- Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience
Skills
- 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
- Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers
- Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product
- Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations
- Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders
- Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust
- Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams
- Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment
- 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
Benefits
- Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/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 [email protected]
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