Technical Account Manager – Weekend

Harvey

Technical Account Manager at Harvey managing high-severity support cases for strategic customers. Delivering exceptional technical support and customer communications in a fast-paced environment.

Posted 7/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $92,000 - $138,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Troubleshooting Complex SystemsIncident Response WorkflowsRoot Cause AnalysisKnowledge ManagementSupport Tooling Development

Soft Skills

Attention to DetailJudgment Under PressureCustomer ObsessionCollaborationOwnership Mindset