Technical Account Manager, APAC

Ovii's Interpretation of the Role

The Technical Account Manager for APAC partners with Harvey's most strategic legal‑tech customers, delivering rapid, high‑severity technical support and driving product adoption. You will own complex issue resolution, coordinate across engineering and product, and act as a trusted advisor to senior stakeholders.

Role Snapshot

• Primary escalation point for APAC enterprise accounts
• Owns high‑severity technical support cases
• Coordinates with Engineering, Product, and Security
• Leads clear incident communications
• Documents root causes and preventative actions
• Builds and refines APAC support playbooks
• Acts as trusted advisor to senior legal stakeholders

Must-Have Requirements

• Enterprise software technical support
• Escalation management
• Technical troubleshooting
• Strong written and verbal communication
• Multi‑issue incident handling
• Process improvement / playbook development
• Understanding of regulated/legal environments
• enterprise software support
• high‑severity issue resolution
• must have valid Australian work rights; visa sponsorship not provided

Work Setup

• Location: Sydney, Australia
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time

Eligibility Gates

• Work authorization: Must have valid Australian work rights
• Visa sponsorship: no

Not Specified in JD

• Salary range
• Equity
• Bonus
• Notice period
• Travel
• Shift
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Serve as the escalation lead for major APAC accounts, handling high‑severity, technically complex cases
• Tri­age, investigate, and resolve urgent customer issues in partnership with Support, Engineering, Product, and Security
• Maintain deep knowledge of each account’s workflows, configurations, and integrations to inform troubleshooting
• Provide proactive, customer‑focused incident communications, translating technical updates into business impact
• Document root causes, resolutions, and preventative actions to improve product reliability and internal knowledge
• Contribute to and evolve escalation playbooks, runbooks, and support tooling for the APAC region
• Collaborate with cross‑functional teams to surface product insights that drive platform improvements

Good Fit If You Have

• Experience supporting enterprise or highly regulated software products
• Comfort operating under high pressure and confidentiality
• Ability to manage multiple urgent issues while maintaining accuracy
• Polished communication with senior stakeholders
• Proactive mindset for building processes in a fast‑scaling environment