Technical Account Manager, Weekend Coverage, EMEA

Harvey
London
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Problem-solving","Stakeholder management","Troubleshooting","Incident management"]

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.

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Harvey
Harvey
4 months ago

Technical Account Manager, Weekend Coverage, EMEA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 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
Glassdoor: 4.1
WebsiteLinkedInGlassdoor