Technical Account Manager, APAC

United States Digital Space LLC; United States; Hybrid; USD 86,000 - 129,000; Full time

Benefits offered by this job

Health Coverage

Fertility & family support

Retirement & security

Paid leave

Wellness & perks

Professional development

Remote work allowance

Sabbatical after four years

Job summary

United States Digital Space LLC in Sydney is seeking a Technical Account Manager to join our Premium Technical Support team. You will serve as a dedicated, technically expert partner for our strategic customers in APAC, guiding high-severity issues to resolution.

You will collaborate with Customer Success, Engineering and Product to surface insights and improve the platform, while shaping the APAC support function from the ground up in a fast-scaling environment.

Qualifications

• Experience supporting enterprise software in post-sales roles.
• Strong technical foundation with ability to troubleshoot complex systems.
• Excellent written and verbal communication with senior stakeholders.
• Proven ability to manage multiple urgent issues simultaneously.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Responsibilities

• Serve as a primary escalation point for Majors accounts across APAC, owning high-severity and complex support cases through resolution.
• Triage, investigate, and resolve urgent customer issues with speed and judgment, coordinating across teams.
• Maintain deep account context and apply it to troubleshooting and communications.
• Lead proactive incident communications for APAC customers with clear impact and next steps.
• Document root causes and preventative actions to improve product reliability and knowledge coverage.

Skills

Enterprise support

Technical troubleshooting

Stakeholder communication

Time management

Ambiguity navigation

APAC experience

Job description

Why HarveyAt the company, 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. We have 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 the company, the future of professional services is being written today — and we’re just getting started.

Role Overview

The Technical Account Manager joins the company's Premium Technical Support team to serve as a dedicated, technically expert partner for the company's most strategic customers across the APAC region. Sitting within the broader post-sales organization, the team's mission is to deliver rapid, high-fidelity technical support that strengthens customer trust and accelerates product adoption in one of the company's fastest-growing markets. This role drives end-to-end resolution of complex, time-critical issues for enterprise clients — including law firms and in-house legal teams — while partnering closely with Customer Success, Engineering, and Product to surface insights that improve the platform. It is a rare opportunity to shape the Premium Support function in APAC from the ground up, combining deep technical problem-solving with relationship-driven customer engagement at a category-defining legal AI company.

What You’ll Do

• Serve as a primary escalation point for Majors accounts across APAC, 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.

• Lead clear, proactive incident communications for APAC customers, translating technical updates into customer-specific impact, expectations, and next steps.

• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity across the region.

• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling tailored to APAC customer needs.

What You Have

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.

• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.

• 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.

• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Additional Information

Location: Sydney, NSW (Hybrid with flexibility)

• Work eligibility: Must have valid Australian work rights; the company does not currently offer visa sponsorship for this role

What We Offer

Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home

• Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.

• Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot.

• Retirement & Security: Comprehensive coverage designed to support your long-term well-being.

• Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents.

• Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.

• Professional Development: Annual support for courses, certifications, conferences, and books.

• Remote Work Allowance: Monthly support for home office, internet, and phone expenses.

• the company Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences.

the company 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]