Why This Job is Featured on The SaaS Jobs
This Technical Account Manager role sits at a common SaaS inflection point where product adoption and trust are shaped as much by operational reliability as by features. With Harvey positioned as an enterprise platform serving professional services, the work reflects the realities of modern B2B SaaS: complex deployments, high-stakes workflows, and customers who expect clear incident handling and rigorous follow-through. The APAC scope also signals a regionally distributed customer base where support maturity becomes a lever for retention.
For a SaaS career, the role builds durable post-sales fundamentals that translate across categories: translating technical constraints into customer impact, coordinating cross-functionally with Engineering and Product, and turning escalations into platform feedback loops. Exposure to root-cause analysis, runbooks, and escalation playbooks develops the operational muscle that many SaaS companies need as they scale enterprise usage and expand globally.
This position tends to suit professionals who like owning ambiguous problems end to end and communicating calmly under time pressure. It also fits someone who wants a technical, customer-facing path without moving fully into implementation or pure support, and who values being close to product behavior in real production environments.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
The Technical Account Manager joins Harvey's Premium Technical Support team to serve as a dedicated, technically expert partner for Harvey's most strategic customers across the APAC region. Sitting within the broader post-sales organization, the team's mission is to deliver rapid, high-fidelity technical support that strengthens customer trust and accelerates product adoption in one of Harvey's fastest-growing markets. This role drives end-to-end resolution of complex, time-critical issues for enterprise clients — including law firms and in-house legal teams — while partnering closely with Customer Success, Engineering, and Product to surface insights that improve the platform. It is a rare opportunity to shape the Premium Support function in APAC from the ground up, combining deep technical problem-solving with relationship-driven customer engagement at a category-defining legal AI company.
What You'll Do
Serve as a primary escalation point for Majors 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 Support, Customer Success, Engineering, Product, and Security teams.
Maintain deep account context — including customer workflows, configurations, integrations, and sensitivities — and apply that context to troubleshooting and communications.
Lead clear, proactive incident communications for APAC customers, translating technical updates into customer-specific impact, expectations, and next steps.
Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity across the region.
Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling tailored to APAC customer needs.
What You Have
Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
Exceptional judgment under pressure, with comfort 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.
Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.
Additional Information
Location: Sydney, NSW (Hybrid with flexibility)
Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role
What We Offer
Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.
Retirement & Security: Comprehensive coverage designed to support your long-term well-being.
Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.
Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
Professional Development: Annual support for courses, certifications, conferences, and books.
Remote Work Allowance: Monthly support for home office, internet, and phone expenses.
Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
