harvey - Technical Account Manager (Weekend)
Requirements
• 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.
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.
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. • $92,000 - $138,000 USD • 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].
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT