Support Operations Engineer

📋 Description

• Design, build, and maintain AI-assisted tools to triage, research, and resolve tickets.
• Own the automation layer across the support stack, with custom integrations beyond Zendesk.
• Partner with Data team to build reporting for real-time and historical visibility.
• Identify manual or repetitive agent workflows and automate with AI-assisted solutions.
• Partner with Support Enablement Lead to embed tooling in agent training and knowledge surfacing.
• Document systems, integration logic, and automation workflows for maintainability as the org scales.

🎯 Requirements

• 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 CX space: LLM-powered copilots, RAG systems, agent assist platforms, and responsible deployment at scale.
• Expert-level familiarity with support platforms (Zendesk strongly preferred), including APIs and integration layers beyond out-of-the-box configuration.
• Built and owned reporting systems end-to-end.
• Clear communicator able to translate technical decisions for non-technical stakeholders.

🎁 Benefits

• Applicant privacy notices may apply to you depending on location (link provided in posting).
• Harvey is an equal opportunity employer.
• Reasonable accommodations available for applicants with disabilities; email accommodations@harvey.ai.