Support Operations Engineer
$124k - $185k • Remote • Remote • FullTime
Posted 2mo ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. We are seeking a Support Operations Engineer to own the automation infrastructure, AI-assisted workflows, and reporting systems that enhance the speed and effectiveness of our support specialists. This role is crucial for building smart tooling to manage an increasingly complex product and requires a candidate with a proven track record of building AI and automation tooling in production environments. You will be responsible for designing, building, and maintaining AI-assisted tools, owning the automation layer across the support stack, and partnering with the Data team to build reporting infrastructure.
Responsibilities
- Design, build, and maintain AI-assisted tools for support specialists (e.g., agent-facing copilots, knowledge surfacing tools, response assist features).
- Own the automation layer across the support stack, building custom integrations and cross-tool workflows.
- Partner with the Data team to build and maintain reporting infrastructure for support visibility.
- Identify and automate manual or repetitive agent workflows using AI or automation.
- Integrate tooling improvements into agent training and knowledge surfacing.
- Collaborate with the Support Systems Administrator on clean implementation and maintenance of automation and AI initiatives.
- Evaluate new tools, run pilots, and provide data-driven recommendations to leadership.
- Document systems, integration logic, and automation workflows for maintainability.
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 support/CX space (LLM-powered copilots, RAG systems, agent assist platforms).
- Expert-level familiarity with support platforms (Zendesk strongly preferred), including APIs and integration layers.
- Experience building and owning reporting systems end-to-end.
- Strong operational intuition and understanding of agent friction.
- Clear communication skills to translate technical decisions for non-technical stakeholders.