Technical Account Manager

WHY HARVEY 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. This is a rare chance to help build a generational company at a true inflection point. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As Harvey continues to scale its customer offerings for strategic customers, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues. The Technical Account Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience. WHAT YOU'LL DO - 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. WHAT YOU HAVE - 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