Enterprise Technical Account Manager — High-Touch Support

Harvey; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Harvey is hiring a Technical Account Manager to join our Customer Success organization in Ireland. You will provide high-touch, technically fluent support for our most strategic customers, handling complex, time-critical issues with accountability and clear communication.

In this role, you will collaborate with Customer Success, Engineering, Product, and Security to deliver rapid resolutions, incident management, and proactive customer communications, while contributing to playbooks and

Qualifications

• Experience supporting enterprise or regulated software products in technical support, escalation management, or technical account-facing roles.
• Proven ability to engage and manage 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 with Eng/Prod teams.
• Ability to translate backend/frontend concepts into clear language for customers.
• Customer-obsessed with ownership mindset and long-term product success.
• Judgment under pressure in high-severity, time-sensitive, confidential situations.
• Clear, polished written and verbal communication with senior stakeholders.
• Experience managing multiple urgent issues simultaneously with accuracy and trust.

Responsibilities

• Serve as a primary escalation point for Enterprise/Majors accounts and own high-severity, complex cases.
• Triage, investigate, and resolve urgent issues, coordinating across Support, Customer Success, Engineering, Product, and Security.
• Maintain account context including workflows, configurations, integrations, and sensitivities for troubleshooting and communications.
• Provide real-time technical support for senior customer stakeholders.
• Lead incident communications with clear impact, expectations, and next steps.
• Participate in incident response workflows including severity classification and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve reliability and knowledge.
• Contribute to escalation playbooks, runbooks, and tooling improvements.
• Partner with Customer Success Managers to enhance post-sale technical engagement.

Skills

Enterprise support

Escalation management

Stakeholder management

Technical troubleshooting

Incident response

Communication skills

Cross-functional collaboration

Problem solving under pressure

Documentation & knowledge sharing

Job description

Harvey is hiring a Technical Account Manager to join our Customer Success organization in Ireland. You will provide high-touch, technically fluent support for our most strategic customers, handling complex, time-critical issues with accountability and clear communication.

In this role, you will collaborate with Customer Success, Engineering, Product, and Security to deliver rapid resolutions, incident management, and proactive customer communications, while contributing to playbooks and