Technical Account Manager, Weekend Coverage

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

📋 Description

• Act as the main escalation contact for Enterprise and Major accounts, managing high-severity and technically intricate support cases until they are resolved.

• Assess, probe, and address urgent customer concerns swiftly and with sound judgment, collaborating with Support, Customer Success, Engineering, Product, and Security teams.

• Maintain comprehensive account knowledge, including customer workflows, configurations, integrations, and sensitivities, applying this understanding to troubleshooting and communications.

• Deliver immediate, hands-on technical support for senior customer stakeholders, including leaders in Knowledge Management, Innovation, and IT.

• Facilitate clear and proactive incident communications, transforming technical updates into customer-specific impacts, expectations, and next steps.

• Engage in incident response protocols, including severity classification, escalation management, and post-incident reviews.

• Record root causes, resolutions, and preventative measures to enhance product reliability, internal knowledge, and operational maturity.

• Aid in the creation and ongoing enhancement of escalation playbooks, runbooks, and support tools.

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

⛳️ Requirements

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

• Proven capability to engage and manage high-level stakeholders both internally and externally.

• Exceptional attention to detail, with the ability to handle and resolve complex, multi-layered support cases.

• Strong technical background, capable of troubleshooting intricate systems and collaborating effectively with Engineering and Product teams.

• Ability to connect technical and non-technical communication by translating complex backend and frontend concepts into clear, understandable language for customers.

• Deep commitment to customer satisfaction and ownership mentality—taking end-to-end responsibility for customer outcomes and going beyond issue resolution to actively support the customer's long-term success with the product.

• Exceptional judgment under pressure, comfortable operating in high-severity, time-sensitive, and confidential scenarios.

• Clear and polished written and verbal communication skills, with experience engaging with senior customer stakeholders.

• Demonstrated ability to manage multiple urgent issues at once while maintaining accuracy, composure, and customer trust.

• Highly collaborative attitude and strong partnership orientation with Customer Success and cross-functional teams.

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

🏝️ Benefits

• Health insurance

• 401(k) retirement plan

• Flexible work arrangements

• Paid time off

• Professional development opportunities