Role OverviewHarvey's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a Support Operations Engineer who has built this before and can hit the ground running.
Reporting to the Support Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective. Working alongside the Support Systems Administrator (platform infrastructure and config) and the Support Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all.
This role is for someone who deeply understands support operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better.
What You'll Do- Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist features
- Own the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions that extend beyond what Zendesk natively offers
- Partner with Data team to build and maintain reporting infrastructure that gives the support org real-time and historical visibility into volume, quality, efficiency, and trends
- Identify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing quality
- Partner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of need
- Collaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stack
- Partner closely with the Support Systems Administrator and Support Operations Lead - they own the Zendesk platform and its native features; you own what's built beyond it
- Evaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and data
- Document systems, integration logic, and automation workflows to ensure maintainability as the org scales
What You Have- 5-7+ years of experience in support operations or CX tooling in an AI-forward environment
- Demonstrated track record of shipping AI-assisted workflows and automation in live support environments
- Deep hands-on experience with AI tooling in the support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scale
- Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration
- Built and owned reporting systems end-to-end
- Strong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks like
- Clear communicator who can translate technical decisions for non-technical stakeholders and leadership
Compensation$104,000 - $156,000 USD
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].#LI-AD1
