Technical Account Manager, EMEA @Harvey

Overview

Harvey is transforming how legal and professional services operate by combining AI and deep domain expertise. The company is seeking a Technical Account Manager for the Customer Success organization to support strategic customers by providing technical assistance for complex issues.

Key Responsibilities

• Serve as a primary escalation point for Enterprise and Major accounts, managing high-severity support cases.
• Triage and resolve urgent customer issues, coordinating with Support, Customer Success, Engineering, Product, and Security teams.
• Maintain deep account context, facilitating troubleshooting based on customer workflows and configurations.
• Provide hands-on technical support for senior customer stakeholders.
• Lead incident communications, translating technical updates into customer-specific impacts and next steps.
• Document root causes and resolutions to enhance product reliability.
• Contribute to the development of escalation playbooks and support tools.
• Collaborate with Customer Success Managers to improve technical engagement and customer experience.

Requirements

• Experience in technical support for enterprise software products.
• Exceptional attention to detail and ability to manage complex support cases.
• Strong technical foundation and ability to communicate technical concepts clearly.
• Customer-focused mindset with accountability for outcomes.
• Judgment under pressure and ability to operate in time-sensitive situations.
• Strong written and verbal communication skills.
• Proven ability to manage multiple urgent issues simultaneously.
• Collaborative mindset and comfort in fast-paced environments.

Benefits

Details about benefits are not provided in the listing.

Location

Remote within EMEA (Europe, Middle East, Africa).

How to Apply

Apply directly through the company’s career page.

Deadline

No deadline specified.