Support Operations Engineer

Designs and builds AI-assisted tools to enhance support operations and automate workflows.

• •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.
• •Key Responsibilities Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets.
• •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.
• •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.
• •Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration.