Enterprise Technical Account Manager: High-Impact AI Support

Harvey; Dublin; On-site; EUR 70,000 - 95,000; Full time

Job summary

Harvey in Ireland is seeking a Technical Account Manager to join our Customer Success organization. This high-touch role provides expert handling of complex, time‑critical issues for our strategic customers.

You will coordinate across Support, Customer Success, Engineering, Product and Security, own incident communications, and drive rapid resolution while keeping stakeholders informed. This fast‑scaling role rewards ownership and a world‑class customer experience.

Qualifications

• Experience supporting enterprise or regulated software in technical support or escalation roles.
• Ability to manage high-level stakeholders internally and externally.
• Attention to detail with complex multi-layered cases.
• Strong technical foundation to troubleshoot systems with Engineering and Product teams.
• Customer-obsessed, owning outcomes beyond issue resolution.

Responsibilities

• 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.

Skills

Enterprise support

Stakeholder management

Technical troubleshooting

Incident management

Cross-functional collaboration

Communication

Job description

Harvey in Ireland is seeking a Technical Account Manager to join our Customer Success organization. This high-touch role provides expert handling of complex, time‑critical issues for our strategic customers.

You will coordinate across Support, Customer Success, Engineering, Product and Security, own incident communications, and drive rapid resolution while keeping stakeholders informed. This fast‑scaling role rewards ownership and a world‑class customer experience.