Harvey

3 months ago

Technical Account Manager, Weekend Coverage, EMEA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Technical Account Manager responsible for high-touch, technically fluent support for Harvey’s strategic customers. You’ll triage complex issues across cross-functional teams, maintain deep account context, and lead proactive incident communications to ensure top-tier post-sale technical engagement and customer success at scale.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•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.

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 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 translate technical concepts into clear, accessible language for customers.
•Deep customer obsession and ownership mindset with end-to-end accountability for customer outcomes and long-term success with the product.
•Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareCustomer success

Skills:CommunicationProblem-solvingStakeholder managementTroubleshootingIncident management

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: 4.1

Website LinkedIn Glassdoor

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Harvey

3 months ago

Technical Account Manager, Weekend Coverage, EMEA

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

•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.

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 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 translate technical concepts into clear, accessible language for customers.
•Deep customer obsession and ownership mindset with end-to-end accountability for customer outcomes and long-term success with the product.
•Exceptional judgment under pressure, with comfort operating in high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareCustomer success

Skills:CommunicationProblem-solvingStakeholder managementTroubleshootingIncident management

Company Brief

Harvey

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: 4.1

Website LinkedIn Glassdoor