Support Operations Engineer

About this role

Harvey is seeking a Support Operations Engineer to build AI-assisted automation and reporting infrastructure that enhances support specialist productivity. You'll design custom integrations, AI-powered workflows, and analytics systems across the support stack, working in a fast-growing legal tech company with strong product-market fit.

What you'll do

• Design and maintain AI-assisted tools for ticket triage, research, and resolution including copilots and knowledge surfacing
• Build custom integrations and cross-tool workflows that extend beyond native Zendesk capabilities
• Develop reporting infrastructure with the Data team for real-time visibility into support metrics and trends
• Identify and automate repetitive agent workflows to reduce friction while maintaining quality
• Evaluate new tools through structured pilots and present data-driven recommendations to leadership
• Document systems and automation logic to ensure maintainability as the organization scales

What they're looking for

• AI/LLM-powered support tooling (copilots, RAG systems, agent assist platforms)
• Support platform APIs and integration (Zendesk preferred)
• Automation and workflow design in production environments
• Reporting and analytics systems development
• Python or similar backend scripting languages
• Cross-functional communication with technical and non-technical stakeholders
• Support operations domain knowledge
• API integration and data pipeline design

Benefits

• Competitive salary: $104,000–$156,000 USD
• Remote work flexibility
• Growth opportunity in a scaling, well-funded company
• Work with cutting-edge AI and automation technology
• Collaborative team culture focused on decisiveness and excellence
• Impact on a generational company redefining professional services