Enterprise Technical Account Manager

Harvey; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Harvey is hiring a Technical Account Manager to join our Customer Success organization. This high‑touch role provides expert technical support for Harvey’s most strategic customers, ensuring rapid handling of complex issues and proactive incident management.

The role partners with CS Managers and internal teams to deliver a world‑class customer experience, with an emphasis on deep technical engagement and effective communication in fast‑moving environments.

Qualifications

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Proven ability to engage and manage high-level stakeholders internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi‑layered support cases.
• Strong technical foundation to troubleshoot complex systems and collaborate with Engineering and Product teams.

Responsibilities

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high‑severity cases through resolution.
• Triage, investigate, and resolve urgent issues with speed, coordinating across Support, CS, Engineering, Product, and Security teams.
• Maintain deep account context, including workflows, configurations, integrations, and sensitivities, for troubleshooting and communications.
• Provide real‑time hands‑on technical support for senior customer stakeholders, including IT leaders.
• Lead proactive incident communications, translating updates into customer impact 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 and support maturity.
• Contribute to escalation playbooks, runbooks, and tooling improvements.
• Partner with Customer Success Managers to enhance Harvey’s post‑sale technical engagement.

Skills

Stakeholder management

Technical troubleshooting

Communications

Enterprise support

Job description

Harvey is hiring a Technical Account Manager to join our Customer Success organization. This high‑touch role provides expert technical support for Harvey’s most strategic customers, ensuring rapid handling of complex issues and proactive incident management.

The role partners with CS Managers and internal teams to deliver a world‑class customer experience, with an emphasis on deep technical engagement and effective communication in fast‑moving environments.