Technical Account Manager, APAC

Why Harvey

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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. Were 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 Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

Role Overview

The Technical Account Manager joins Harveys Premium Technical Support team to serve as a dedicated technically expert partner for Harveys most strategic customers across the APAC region. Sitting within the broader post-sales organization the teams mission is to deliver rapid high-fidelity technical support that strengthens customer trust and accelerates product adoption in one of Harveys 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 Youll 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.

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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

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1