Technical Account Manager

Harvey
San Francisco, New York
Workplace: OnsiteFull timeUSD 119,000 - 161,000 annuallyFunction: Customer Support (Service Desk)Skills: ["High-stakes judgment","Problem-solving","Customer obsession","Clear communication","Cross-functional collaboration"]

Serve as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest Majors customers. Own high-severity tickets end to end—triage, investigate, resolve, and coordinate across Support, Customer Success, Engineering, Product, and Security. Maintain deep account context for workflows and integrations, deliver real-time incident communications, and document root causes and preventative actions while improving escalation playbooks, runbooks, and support tooling.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
2 months ago

Technical Account Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 minutes agoStatus: Live

Job Summary

Serve as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest Majors customers. Own high-severity tickets end to end—triage, investigate, resolve, and coordinate across Support, Customer Success, Engineering, Product, and Security. Maintain deep account context for workflows and integrations, deliver real-time incident communications, and document root causes and preventative actions while improving escalation playbooks, runbooks, and support tooling.
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own and resolve inbound support tickets for Majors accounts as the primary escalation point for high-severity, technically complex issues.
  • •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) and apply it to troubleshooting and communications.
  • •Provide real-time, hands-on technical support to senior customer stakeholders, including knowledge management and IT leaders.
  • •Lead proactive incident communications, participate in incident response workflows, and document root causes, resolutions, and preventative actions.

Pay and Benefits

Salary: USD 119,000 - 161,000 annually

Key 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 internally and externally.
  • •Strong attention to detail to manage and resolve complex, multi-layered support cases.
  • •Ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
  • •Ability to translate back-end and front-end concepts into clear, accessible communication for customers.
Experience:Enterprise softwareHighly regulated software
Skills:High-stakes judgmentProblem-solvingCustomer obsessionClear communicationCross-functional collaboration

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor