Technical Account Manager (Weekend)

About the Opportunity

The organization is transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, the company is 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. With a significant customer base in numerous countries, strong product-market fit, and world-class investor support, the organization is 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. The team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to customers, and pushing each other for excellence. The organization lives by three values: Decisiveness, Simplicity, and Job's Not Finished. The team acts quickly on clear judgment over perfect information, believes simplicity is what scales, and is never satisfied with where it is. If you want to do the best work of your career alongside people who share that drive, the organization would love to build with you. At the company, the future of professional services is being written today — and it's just getting started.

Role Overview

As the organization continues to scale its premium customer offerings, it is hiring a Technical Account Manager to join its Customer Success organization. This role serves as a high-touch, technically fluent support resource for the organization's most strategic customers, providing rapid, expert handling of complex, time-critical, and sensitive issues. The Technical Account Manager strengthens the organization's post-sale presence by partnering closely with Customer Success Managers and internal teams to deliver exceptional technical support, proactive incident management, and clear, credible customer communications. This role is ideal for someone who thrives in high-stakes environments, enjoys deep problem-solving, and takes pride in delivering a world-class customer experience.

What You'll Do

• Serve as a 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 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.
• Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders.
• Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps.
• Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives.
• Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity.
• Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling.
• Partner closely with Customer Success Managers to enhance the organization's post-sale technical engagement and overall customer experience.

What You Have

• Experience supporting enterprise or highly regulated software products in technical support, escalation management, or technical account-facing roles.
• Proven experience engaging and managing high-level stakeholders both internally and externally.
• Exceptional attention to detail with the ability to manage and resolve complex, multi-layered support cases.
• Strong technical foundation, with the ability to troubleshoot complex systems and collaborate effectively with Engineering and Product teams.
• Ability to bridge technical and non-technical communication by translating complex back-end and front-end concepts into clear, accessible language for customers.
• Deep customer obsession and ownership mindset - end-to-end accountability for customer outcomes and going beyond issue resolution to actively champion the customer's long-term success with the product.
• 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.
• Highly collaborative mindset and strong partnership orientation with Customer Success and cross-functional teams.
• Comfort operating in ambiguity and contributing to process-building in a fast-scaling environment.

Nice to Have

• Experience supporting AI-powered, data-intensive, or security- and compliance-sensitive products.
• Familiarity with incident management frameworks, on-call models, or escalation playbooks.
• Prior experience working with law firms or professional services organizations.

Compensation

$92,000 - $138,000 USD