Technical Account Manager

Harvey
New York
Workplace: OnsiteFull timeUSD 119,000 - 161,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Attention to detail","Customer obsession","Judgment under pressure","Communication","Collaboration"]

Serve as a high-touch inbound support and escalation resource for Harvey’s Majors customers. Own and resolve high-severity, technically complex support tickets, triage and coordinate urgent issues across Support, Customer Success, Engineering, Product, and Security, and maintain deep account context. Lead proactive incident communications and participate in incident response, documenting root causes and improving escalation playbooks, runbooks, and support tooling.

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Harvey
Harvey
7 months ago

Technical Account Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as a high-touch inbound support and escalation resource for Harvey’s Majors customers. Own and resolve high-severity, technically complex support tickets, triage and coordinate urgent issues across Support, Customer Success, Engineering, Product, and Security, and maintain deep account context. Lead proactive incident communications and participate in incident response, documenting root causes and improving escalation playbooks, runbooks, and support tooling.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own and resolve inbound support tickets from Majors accounts as the primary escalation point for high-severity, technically complex issues.
  • •Triage, investigate, and resolve urgent customer issues, 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 for senior customer stakeholders across knowledge and IT leaders.
  • •Lead proactive incident communications and participate in incident response workflows, including documentation of root causes 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 ability to engage and manage high-level stakeholders internally and externally.
  • •Exceptional attention to detail and the ability to resolve complex, multi-layered support cases.
  • •Familiarity with ticketing queue systems and resolving inbound customer inquiries.
  • •Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.
Experience:Enterprise softwareHighly regulated softwareCustomer supportTechnical escalation
Skills:Attention to detailCustomer obsessionJudgment under pressureCommunicationCollaboration

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