Technical Account Manager (AI)

TL;DR

Technical Account Manager (AI): Serving as a dedicated technical partner for strategic enterprise clients in the APAC region with an accent on resolving complex, high-severity support cases. Focus on building the Premium Support function, collaborating with Engineering and Product teams, and ensuring high-fidelity technical resolution for legal industry clients.

Location: Must be based in Sydney, Australia with valid work rights (Hybrid: 3 days in office, 2 days remote).

Company

Harvey is a category-defining legal AI company transforming professional services through frontier agentic AI and enterprise-grade platforms.

What you will do

• Serve as the primary escalation point for major APAC accounts, managing high-severity technical issues.
• Triage and resolve urgent customer problems by coordinating with Engineering, Product, and Security teams.
• Maintain deep account context regarding customer workflows and configurations to improve troubleshooting.
• Lead proactive incident communications, translating technical updates into clear business impact for stakeholders.
• Document root causes and resolutions to improve product reliability and internal knowledge bases.
• Contribute to the development of escalation playbooks and support tooling tailored to regional needs.

Requirements

• Must have valid Australian work rights (no visa sponsorship available).
• Experience supporting enterprise or highly regulated software products in technical support or account-facing roles.
• Strong technical foundation with the ability to troubleshoot complex systems.
• Exceptional judgment under pressure in time-sensitive and confidential situations.
• Polished written and verbal communication skills for engaging senior stakeholders.
• Ability to operate in ambiguity and contribute to process-building in a fast-scaling environment.

Culture & Benefits

• Structured hybrid working arrangement with 3 days in the Sydney office.
• Fully covered private hospital insurance including dental, optical, and mental health support.
• Comprehensive family and fertility support through Carrot.
• Paid annual, sick, and parental leave for all parents.
• Wellness memberships and monthly commuting support.
• Annual professional development budget for courses and conferences.
• Monthly remote work allowance for home office expenses.
• Four-week paid sabbatical after four years of service.