Technical Account Manager

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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. We have strong product-market fit and world-class investor support. Were 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 Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

As Harvey continues to scale its premium customer offerings we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch technically fluent inbound support and escalation resource for Harveys largest and most strategic customers in the Majors segment.

The Premium Support Specialist strengthens Harveys 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.

• Own and resolve inbound support tickets from Majors accounts serving as a primary escalation point for high-severity and technically complex issues.

• 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 Harveys post-sale technical engagement and overall customer experience.

• 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.

• .Familiarity with ticketing queue systems and resolving inbound customer inquiries

• 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 customers 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.

• Nice to Have

  • 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.

$119000 -$161000 USD

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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

Required Experience:

IC