# Technical Account Manager, APAC

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** Sydney, Australia
**Role:** Support Engineering
**Skills:** Technical Support, Incident Management, Escalation Management, Troubleshooting, Enterprise Software, Customer Success, Engineering Collaboration, Product Collaboration, Security, Integrations
**Posted:** 2026-06-29

> Serves as a senior technical escalation partner for strategic APAC customers, resolving complex enterprise software issues and leading incident communications. The role requires strong troubleshooting, cross-functional collaboration, judgment under pressure, and polished customer communication.

## Job Description

## Responsibilities
- Serve as a primary escalation point for major accounts across APAC, 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 deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply it 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 regional operational maturity.
- Contribute to escalation playbooks, runbooks, and support tooling tailored to APAC customer needs.

## Requirements
- Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
- Strong technical foundation and ability to troubleshoot complex systems while collaborating with Engineering and Product teams.
- Exceptional judgment under pressure and comfort handling high-severity, time-sensitive, and confidential situations.
- Clear, polished written and verbal communication skills, including experience engaging senior customer stakeholders.
- 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.
- Valid Australian work rights; visa sponsorship is not currently offered.

## Compensation & Benefits
- Hybrid schedule with 3 days in the Sydney office and 2 days working from home.
- Fully covered private hospital insurance, plus extras for dental, optical, physiotherapy, mental health, and more.
- Fertility, adoption, and surrogacy support through Carrot.
- Retirement and long-term security coverage.
- Paid annual leave, sick leave, and fully paid parental leave for all parents.
- Daily in-office lunch, Wellhub wellness memberships, and monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly home-office, internet, and phone expense support.
- Four-week paid sabbatical after four years.

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