Technical Account Manager

About the job

Responsibilities

• Own and resolve inbound support tickets from Majors accounts, acting as the primary escalation point for high-severity and technically complex issues.
• Triage, investigate, and resolve urgent customer issues quickly and with sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context (workflows, configurations, integrations, sensitivities) to inform troubleshooting and communications.
• Provide real-time, hands-on technical support to senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impacts, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner with Customer Success Managers to enhance Harvey's post-sale technical engagement and overall customer experience.

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 internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases.
• Familiarity with ticketing queue systems and resolving inbound customer inquiries.
• Strong technical foundation, enabling troubleshooting of complex systems and effective collaboration with Engineering and Product teams.
• Ability to translate complex back-end and front-end concepts into clear, accessible language for customers.
• Deep customer obsession and ownership mindset, taking end-to-end accountability for customer outcomes and championing long-term success.
• Exceptional judgment under pressure, comfortable operating 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.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.