Harvey
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
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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.
View all jobs at HarveyLikely interview questions
- Walk us through a time you shipped an AI-assisted workflow in a live support environment. What were the biggest technical and operational challenges, and how did you measure its impact on agent efficiency?
- Describe your experience with Zendesk APIs and custom integrations. What's the most complex cross-tool automation you've built, and how did you approach maintaining it as it scaled?