Technical Support Engineer - Premium Accounts, Weekend Coverage

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

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 [e-mail].