Support Operations Engineer

Harvey'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.

- 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

- 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

- 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