Harvey

1 day ago

Technical Account Manager, Weekend Coverage

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a high-touch, technically fluent escalation point for Harvey’s most strategic Enterprise and Majors customers. Own resolution of high-severity, complex, time-critical issues by triaging problems and coordinating across Support, Customer Success, Engineering, Product, and Security. Maintain deep account context, deliver real-time incident communications, document root causes and preventative actions, and improve escalation playbooks to strengthen post-sale technical engagement.

Location: Dublin

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

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 by coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•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.
•Lead proactive incident communications and participate in incident response workflows, including severity classification and post-incident retrospectives.

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 internal and external stakeholders.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.
•Exceptional attention to detail and the ability to manage and resolve complex, multi-layered support cases.
•Exceptional written and verbal communication skills for senior customer stakeholders, with sound judgment under pressure.

Experience:Enterprise softwareRegulated softwareAI-powered productsSecurity and compliance-sensitive productsTechnical support

Skills:Customer obsessionOwnership mindsetAttention to detailJudgment under pressureCollaboration

Tech Stack:AIIncident 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

Loading job details...

Preparing the role view and application actions.

Harvey

1 day ago

Technical Account Manager, Weekend Coverage

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Dublin

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

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 by coordinating across Support, Customer Success, Engineering, Product, and Security teams.
•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.
•Lead proactive incident communications and participate in incident response workflows, including severity classification and post-incident retrospectives.

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 internal and external stakeholders.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.
•Exceptional attention to detail and the ability to manage and resolve complex, multi-layered support cases.
•Exceptional written and verbal communication skills for senior customer stakeholders, with sound judgment under pressure.

Experience:Enterprise softwareRegulated softwareAI-powered productsSecurity and compliance-sensitive productsTechnical support

Skills:Customer obsessionOwnership mindsetAttention to detailJudgment under pressureCollaboration

Tech Stack:AIIncident 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