Support Operations Engineer

About this role

Harvey seeks a Support Operations Engineer to build AI-assisted automation and reporting infrastructure that empowers support specialists. You'll design custom integrations, AI-assisted workflows, and analytics systems that extend beyond native Zendesk capabilities in a fast-growing support org.

What you'll do

• Design and maintain AI-assisted tools including agent copilots, knowledge surfacing, and response assist features
• Build custom integrations and cross-tool automation workflows that extend beyond Zendesk native functionality
• Develop reporting infrastructure for real-time and historical visibility into support metrics and trends
• Identify repetitive agent workflows and architect automated or AI-assisted solutions to reduce friction
• Evaluate new tools through structured pilots and provide data-driven recommendations to leadership
• Document systems, integration logic, and automation workflows for maintainability and scaling

What they're looking for

• AI/LLM tooling and RAG systems for customer support
• Zendesk platform expertise and API-level integration
• Automation and workflow design in production support environments
• End-to-end reporting systems and data pipeline development
• Support operations and customer experience domain knowledge
• Cross-functional collaboration and technical communication
• Python or relevant programming languages for automation
• Pilot testing and tool evaluation methodology

Benefits

• Competitive compensation: $104,000 - $156,000 USD
• Opportunity to shape a generational AI company at inflection point
• Work with world-class team across 1500+ customers in 60+ countries
• Strong product-market fit and investor backing enabling rapid scaling
• Clear growth trajectory in emerging AI-assisted support category
• Mission-driven culture focused on excellence and ownership