Harvey

1 week ago

Technical Account Manager (Weekend)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Serve as a high-touch technical escalation point for Enterprise and Majors customers, owning complex, high-severity support cases through resolution. Triage and investigate urgent issues in coordination with Support, Customer Success, Engineering, Product, and Security. Maintain deep account context (workflows, configurations, integrations, sensitivities), deliver real-time incident communications, participate in incident response, and document root causes and preventative actions to improve reliability.

Location: United States

Workplace: Remote

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, technically complex cases through resolution.
•Triage, investigate, and resolve urgent customer issues quickly by 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, including incident communications.
•Participate in incident response workflows and document root causes, resolutions, and preventative actions; contribute to escalation playbooks and runbooks.

Pay and Benefits

Salary: USD 92,000 - 138,000 annually

Equity and Bonus:Equity

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Ability to manage and resolve complex, multi-layered support cases with exceptional attention to detail.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product, translating technical concepts for customers.
•Demonstrated customer obsession and ownership mindset with end-to-end accountability for customer outcomes.
•Exceptional judgment under pressure, comfortable handling high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareHighly regulated softwareTechnical supportEscalation managementIncident management

Skills:Attention to detailProblem-solvingCustomer 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: 4.1

Website LinkedIn Glassdoor

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Harvey

1 week ago

Technical Account Manager (Weekend)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

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, technically complex cases through resolution.
•Triage, investigate, and resolve urgent customer issues quickly by 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, including incident communications.
•Participate in incident response workflows and document root causes, resolutions, and preventative actions; contribute to escalation playbooks and runbooks.

Pay and Benefits

Salary: USD 92,000 - 138,000 annually

Equity and Bonus:Equity

Key Requirements

•Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
•Ability to manage and resolve complex, multi-layered support cases with exceptional attention to detail.
•Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product, translating technical concepts for customers.
•Demonstrated customer obsession and ownership mindset with end-to-end accountability for customer outcomes.
•Exceptional judgment under pressure, comfortable handling high-severity, time-sensitive, and confidential situations.

Experience:Enterprise softwareHighly regulated softwareTechnical supportEscalation managementIncident management

Skills:Attention to detailProblem-solvingCustomer obsessionJudgment under pressureCommunicationCollaboration

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