Technical Account Manager, APAC
Remote • Sydney • FullTime
Posted 1mo ago
Job Location
Sydney
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking a Technical Account Manager to join its Premium Technical Support team, serving as a dedicated, technically expert partner for strategic customers in the APAC region. This role is crucial for strengthening customer trust and accelerating product adoption by delivering rapid, high-fidelity technical support. You will be responsible for the end-to-end resolution of complex, time-critical issues for enterprise clients, including law firms and in-house legal teams. This is a unique opportunity to shape the Premium Support function in APAC from its inception, blending deep technical problem-solving with customer engagement at a leading legal AI company.
Responsibilities
- Serve as the primary escalation point for major accounts across APAC, owning high-severity and technically complex support cases through resolution.
- Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across multiple internal teams.
- Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, to inform troubleshooting and communications.
- Lead clear, proactive incident communications for APAC customers, translating technical updates into customer-specific impacts and next steps.
- Document root causes, resolutions, and preventative actions to enhance product reliability and internal knowledge.
- Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling for APAC customers.
Requirements
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- Strong technical foundation for troubleshooting complex systems and collaborating with Engineering and Product teams.
- Exceptional judgment under pressure, comfortable in high-severity, time-sensitive, and confidential situations.
- Clear, polished written and verbal communication skills, with experience engaging senior customer stakeholders.
- Demonstrated ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
- Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
Benefits
- Structured hybrid working arrangement (3 days in office, 2 days remote)
- Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Support for fertility treatments, adoption, and surrogacy through Carrot.
- Comprehensive retirement and security coverage.
- Paid annual leave, sick leave, and fully paid parental leave.
- Daily in-office lunch.
- Wellness memberships through Wellhub.
- Monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly remote work allowance for home office, internet, and phone expenses.
- Four-week paid sabbatical after four years of service.