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Harvey

Support Operations Engineer

San Francisco (Remote)$124k–$185kfulltimemidAdded 1 month ago

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
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Harvey

Harvey builds an AI-powered legal services platform that automates and streamlines legal workflows for corporate, in-house, transactional, and litigation teams. The company is hiring Legal Engineers with diverse practice backgrounds to bridge customers and product development, uncovering legal workflow challenges and shaping the platform's direction based on real-world legal work.

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Likely interview questions

  • Walk us through a time you built an AI-assisted workflow or copilot for support agents in production. What were the key technical challenges and how did you measure its impact?
  • Describe your experience with Zendesk APIs and custom integrations. What's the most complex cross-tool automation you've architected?
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