Technical Account Manager – Weekend
Location
United States
Posted
3 hours ago
Salary
$92K - $138K / year
Seniority
Senior
Job Description
Technical Account Manager – Weekend
Harvey
• 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.
Job 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
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
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