Overview
Technical Account Manager for Harvey’s Customer Success team, providing high-touch technical support to strategic enterprise customers. Owns high-severity, technically complex cases and drives proactive incident communication.
What you'll do
- Serve as the primary escalation point for Enterprise and Majors accounts and drive cases to resolution.
- Triage, investigate, and resolve urgent customer issues while coordinating across Support, Customer Success, Engineering, Product, and Security.
- Maintain deep account context (workflows, configurations, integrations, sensitivities) for troubleshooting and communications.
- Provide real-time, hands-on technical support to senior customer stakeholders.
- Lead proactive incident communications translating technical updates into customer impact and next steps.
- Participate in incident response workflows including severity classification and post-incident retrospectives.
- Document root causes, resolutions, and preventative actions to improve reliability and internal knowledge.
What you'll need
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- Proven experience managing high-level internal and external stakeholders.
- Ability to handle and resolve complex, multi-layered support cases with strong attention to detail.
- Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product.
- Ability to communicate clearly by translating complex concepts into accessible language.
- Exceptional judgment in high-severity, time-sensitive, confidential situations.
- Clear written and verbal communication skills with experience engaging senior customer stakeholders.
Details
- Fixed schedule: Thursday–Monday or Friday–Tuesday, with weekend coverage included.
Read the full description and apply on the company’s own careers page.
