harvey - Technical Account Manager, APAC
Requirements
• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles. • Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. • 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. • Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
Responsibilities
• Serve as a primary escalation point for Majors accounts across APAC, 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. • Lead clear, proactive incident communications for APAC customers, translating technical updates into customer-specific impact, expectations, and next steps. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity across the region. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling tailored to APAC customer needs.
Benefits
• At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. • Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home • Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more. • Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot. • Retirement & Security: Comprehensive coverage designed to support your long-term well-being. • Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents. • Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support. • Professional Development: Annual support for courses, certifications, conferences, and books. • Remote Work Allowance: Monthly support for home office, internet, and phone expenses. • Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences. • DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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