# Technical Account Manager, Weekend Coverage, EMEA

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** New York, NY, San Francisco, CA, London, United Kingdom
**Role:** Support Engineering
**Skills:** Incident Management, Technical Support, Escalation Management, Troubleshooting, Incident Response, Root Cause Analysis, Runbooks, Support Tooling, Integrations, Security
**Posted:** 2026-08-28

> Provides high-touch technical support and escalation management for strategic enterprise customers, resolving complex incidents and coordinating across internal teams. The role requires strong systems troubleshooting, senior-stakeholder communication, and sound judgment in urgent, sensitive situations.

## Job Description

## Responsibilities
- Serve as the 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, coordinating across Support, Customer Success, Engineering, Product, and Security teams.
- Maintain account context, including customer workflows, configurations, integrations, and sensitivities, and apply it to troubleshooting and communications.
- Provide hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
- Lead proactive incident communications by translating technical updates into customer-specific impact, expectations, and next steps.
- Participate in incident response, including severity classification, escalation handling, and post-incident retrospectives.
- Document root causes, resolutions, and preventative actions to improve reliability, knowledge coverage, and operational maturity.
- Develop and improve escalation playbooks, runbooks, and support tooling.
- Partner with Customer Success Managers to improve post-sale technical engagement and customer experience.

## Requirements
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- Experience engaging and managing senior stakeholders internally and externally.
- Exceptional attention to detail and ability to resolve complex, multi-layered support cases.
- Strong technical foundation, including complex systems troubleshooting and collaboration with Engineering and Product teams.
- Ability to translate complex back-end and front-end concepts into clear language for customers.
- Customer-focused ownership and end-to-end accountability for customer outcomes.
- Sound judgment in high-severity, time-sensitive, and confidential situations.
- Clear, polished written and verbal communication skills.
- Ability to manage multiple urgent issues simultaneously while maintaining accuracy, composure, and customer trust.
- Strong collaboration and partnership skills.
- Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

## Nice-to-haves
- Experience supporting AI-powered, data-intensive, security-sensitive, or compliance-sensitive products.
- Familiarity with incident management frameworks, on-call models, or escalation playbooks.
- Experience working with law firms or professional services organizations.

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