Job Overview
Location
London
Job Type
Full-time
Category
Customer Support
Date Posted
July 21, 2026
Full Job Description
đź“‹ Description
- • 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 follows a fixed Thursday to Monday OR Friday to Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.
- • 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.
🎯 Requirements
- • 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.
🏖️ Benefits
- • Competitive salary and benefits package.
- • Opportunity to work with a fast-growing company and contribute to its success.
- • Collaborative and dynamic work environment.
- • Professional development opportunities.
- • IMPORTANT CATEGORIZATION:
- • This job posting is categorized as 'Customer Support' under the 'Operations' category.
- • IMPORTANT LOCATION EXTRACTION:
- • city: London
- • region: null
- • country_code: GB
- • is_remote: false
Skills & Technologies
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About Harvey AI Inc.
Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.
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