Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Technical Account Manager roles sit at a critical intersection in SaaS: they translate real production issues into outcomes that matter to enterprise customers, while feeding operational insight back into Product and Engineering. In Harvey’s case, the work is positioned around a scaled, globally deployed platform with strategic accounts, where reliability, security context, and stakeholder communication are central to how the service is experienced.
From a SaaS career perspective, weekend coverage TAM work builds uncommon strengths in incident leadership and escalation ownership. It develops fluency in cross functional coordination, crisp written updates for senior stakeholders, and the habit of documenting root causes into runbooks and playbooks that improve support maturity over time. Those capabilities transfer well across enterprise SaaS environments where retention and expansion depend on trust during high severity moments.
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
As Harvey continues to scale its customer offerings for strategic customers, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent support resource for Harvey’s most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues.
The Technical Account Manager strengthens Harvey’s post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.
This role follows a fixed Thursday to Monday OR Friday to Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.
What You'll Do
Serve as a primary escalation point for Enterprise and Majors accounts, 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.
Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
Lead clear and proactive incident communications, translating technical updates into customer-specific impact, 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 coverage, and operational maturity.
Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.
What You Have
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 both internally and externally.
Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases
Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers
Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product.
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.
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.
Nice to Have
Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products.
Familiarity with incident management frameworks, on-call models, or escalation playbooks.
Prior experience working with law firms or professional services organizations.
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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
