Technical Account Manager, APAC

Job description

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 The Technical Account Manager joins Harvey's Premium Technical Support team to serve as a dedicated, technically expert partner for Harvey's most strategic customers across the APAC region. Sitting within the broader post-sales organization, the team's mission is to deliver rapid, high-fidelity technical support that strengthens customer trust and accelerates product adoption in one of Harvey's fastest-growing markets. This role drives end-to-end resolution of complex, time-critical issues for enterprise clients — including law firms and in-house legal teams — while partnering closely with Customer Success, Engineering, and Product to surface insights that improve the platform. It is a rare opportunity to shape the Premium Support function in APAC from the ground up, combining deep technical problem-solving with relationship-driven customer engagement at a category-defining legal AI company. WHAT YOU'LL DO - Serve as a primary escalation point for Majors accounts across APAC, 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. - 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 operational maturity across the region. - Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling tailored to APAC customer needs. WHAT YOU HAVE - Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles. - Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams. - 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. - Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment. ADDITIONAL INFORMATION - Location: Sydney, NSW (Hybrid with flexibility) - Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role WHAT WE OFFER - Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home - Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more. - Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot. - Retirement & Security: Comprehensive coverage designed to support your long-term well-being. - Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents. - Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support. - Professional Development: Annual support for courses, certifications, conferences, and books. - Remote Work Allowance: Monthly support for home office, internet, and phone expenses. - Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences. DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. #LI-GW1 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 accommodations@harvey.ai