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Technical Account Manager

Harvey -
San Francisco, CA

Apply Now

Job Details

Full-time
$119,000 - $161,000 a year

Qualifications

Customer communication
Stakeholder engagement
Enterprise software
Incident Escalation
Managing clients in a customer support role
Collaboration with product development teams
Customer engagement
Customer support ticket management
Post-sales relationship building
Cross-functional communication
Ticketing system technical support

Full Job Description

Location

San Francisco

Employment Type

Full time

Department

Customer Success

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. 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 Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

As Harvey continues to scale its premium customer offerings, we are hiring a Technical Account Manager to join our Customer Success organization. This role serves as a high-touch, technically fluent inbound support and escalation resource for Harvey’s largest and most strategic customers in the Majors segment.

The Premium Support Specialist 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.

What You'll Do

Own and resolve inbound support tickets from Majors accounts, serving as a primary escalation point for high-severity and technically complex issues.
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.
.Familiarity with ticketing queue systems and resolving inbound customer inquiries
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.

Compensation Range

$119,000 -$161,000 USD

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].

#LI-JL1

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 [email protected]

Apply Now

Refine Your Search

technical account manager jobs in san francisco, ca

Technical Account Manager

Technical Account Manager

Senior Business Development Manager – Electronics Manufacturing Services (EMS)

Technical Account Manager

Commercial Launch & Deployment Manager

Territory Sales Manager — Semiconductor, Optics & Advanced Materials (California + Arizona)

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Tech II

Tech I

Project Manager I

Technical Program Manager

Partnerships Manager - Agentic Economy (SF - 4 days in office)

Sr. Strategy & Operations Program Manager

Account Manager / Sales Representative – Bay Area, Northern CA

Architectural Specification Writer - Oakland

Sr Product Mgr II- Commerce, Subscriber Growth & Monetization

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Executive Director of Product, Growth & Monetization

Partnerships Manager

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