Technical Account Manager – Weekend

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main escalation point for Enterprise and Major accounts, taking ownership of high-severity and technically intricate support cases until resolution.

• Triage, investigate, and swiftly resolve urgent customer issues with sound judgment, collaborating with Support, Customer Success, Engineering, Product, and Security teams.

• Maintain an in-depth understanding of account contexts, including customer workflows, configurations, integrations, and sensitivities, applying this knowledge to troubleshooting and communications.

• Provide real-time, hands-on technical assistance for senior customer stakeholders, including those in Knowledge Management, Innovation, and IT leadership roles.

• Lead proactive and clear communications during incidents, translating technical updates into customer-specific impacts, expectations, and actionable next steps.

• Engage in incident response processes, which include severity classification, escalation management, and post-incident analyses.

• Document root causes, resolutions, and preventive measures to enhance product reliability, internal knowledge, and operational efficiency.

• Contribute to the creation and ongoing improvement of escalation playbooks, runbooks, and support tools.

• Collaborate closely with Customer Success Managers to improve Harvey’s technical engagement post-sale and elevate the overall customer experience.

⛳️ Requirements

• Experience in supporting enterprise or highly regulated software products within technical support, escalation management, or technical account-facing positions.

• Proven track record in engaging and managing high-level stakeholders, both internally and externally.

• Exceptional attention to detail, capable of managing and resolving complex, multi-layered support cases.

• Strong technical foundation, with the ability to troubleshoot intricate systems and work effectively with Engineering and Product teams.

• Ability to communicate effectively between technical and non-technical audiences by translating complex back-end and front-end concepts into clear, accessible language for customers.

• Deep customer focus and ownership mentality—fully accountable for customer outcomes and striving beyond issue resolution to actively support the customer's long-term success with the product.

• Exceptional judgment in high-pressure situations, comfortable operating in time-sensitive and confidential contexts.

• Excellent written and verbal communication skills, experienced in engaging senior customer stakeholders.

• Proven ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.

• Highly collaborative mindset with a strong focus on partnership with Customer Success and cross-functional teams.

• Comfortable operating in ambiguous situations and contributing to process development in a rapidly scaling environment.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage.

• Retirement benefits including a 401k match of up to 4%.

• Flexible PTO.