Support Operations Engineer

About this role

Harvey is seeking a Support Operations Engineer to build AI-powered automation and tooling that enhances their support team's efficiency. You'll design AI-assisted workflows, custom integrations, and reporting systems that help support specialists work faster while scaling operations across 1500+ customers globally.

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 automation workflows beyond native Zendesk capabilities
• Develop reporting infrastructure providing real-time visibility into support metrics and trends
• Identify manual workflows and architect automated or AI-assisted alternatives
• Evaluate new tools through structured pilots and provide data-driven recommendations
• Document systems and integration logic to ensure maintainability as the organization scales

What they're looking for

• AI/LLM implementation (copilots, RAG systems, agent assist platforms)
• Zendesk platform expertise and API integration
• Support platform automation and workflow design
• End-to-end reporting systems architecture
• Custom integrations and cross-stack technical solutions
• Python or similar programming languages
• Operational process optimization
• Technical communication to non-technical stakeholders

Benefits

• Competitive salary: $104,000 - $156,000 USD
• Opportunity to work on AI-forward generational company at inflection point
• Fast-growing team with strong product-market fit and institutional backing
• High personal and professional growth opportunity
• Direct impact on how support specialists work at scale