Senior Technical Account Manager — Enterprise AI Support

Harvey; New York (NY); On-site; USD 119,000 - 161,000; Full time

Job summary

Harvey is scaling its premium customer offerings and is hiring a Technical Account Manager to join the Customer Success organization. This role serves as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest and most strategic Majors accounts.

You will partner with Customer Success Managers and internal teams to deliver proactive incident management, credible customer communications, and world-class technical support in high-stakes environments.

Qualifications

• Experience supporting enterprise or highly regulated software products in technical support or escalation roles.
• Proven ability to engage and manage senior stakeholders internally and externally.
• Excellent attention to detail with complex, multi-layered support cases.
• Familiarity with ticketing systems and resolving inbound inquiries.
• Strong technical foundation to troubleshoot complex systems with Engineering and Product teams.
• Ability to translate technical concepts into clear business language for customers.

Responsibilities

• Own and resolve inbound support tickets from Majors accounts, serving as primary escalation point for high-severity issues.
• Triage, investigate, and resolve urgent customer issues with speed and sound judgment across multiple teams.
• Maintain deep account context including workflows, configurations, integrations, and sensitivities for troubleshooting.
• Provide real-time, hands-on technical support for senior customer stakeholders.
• Lead clear incident communications, translating updates into customer-facing impact and next steps.
• Participate in incident response workflows with severity classification and post-incident reviews.
• Document root causes, resolutions, and preventative actions to improve reliability and knowledge coverage.
• Contribute to escalation playbooks, runbooks, and support tooling improvements.
• Partner with Customer Success to enhance post-sale technical engagement and overall customer experience.

Skills

Enterprise software

Stakeholder management

Escalation management

Technical support

Communication skills

Incident response

Job description

Harvey is scaling its premium customer offerings and is hiring a Technical Account Manager to join the Customer Success organization. This role serves as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest and most strategic Majors accounts.

You will partner with Customer Success Managers and internal teams to deliver proactive incident management, credible customer communications, and world-class technical support in high-stakes environments.