AI-Driven Support Operations Engineer

Neura Market; San Francisco (CA); On-site; USD 104,000 - 156,000; Full time

Job summary

Harvey is seeking a Support Operations Engineer to own automation infrastructure, AI-assisted workflows, and reporting that empower our front-line specialists. You will build integrations and tools on top of Zendesk to accelerate triage and resolution, while collaborating with data, enablement, and platform teams.

You have 5-7+ years in AI-forward CX tooling, ship AI-powered workflows in production, and translate complex decisions for non-technical stakeholders as we scale our support operations.

Qualifications

• 5-7+ years in support operations or CX tooling in an AI-forward environment.
• Demonstrated track record shipping AI-assisted workflows in live support.
• Deep hands-on experience with AI tooling in the CX space: LLM copilots, RAG, agent assist platforms.
• Expert-level familiarity with support platforms (Zendesk preferred) including APIs and integration layers.
• Built and owned reporting systems end-to-end.
• Strong operational intuition and ability to translate decisions for non-technical stakeholders.

Responsibilities

• 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

Skills

AI tooling

Zendesk

Automation

Reporting systems

Cross-functional collaboration

Tools

Zendesk API

API integrations

Job description

Harvey is seeking a Support Operations Engineer to own automation infrastructure, AI-assisted workflows, and reporting that empower our front-line specialists. You will build integrations and tools on top of Zendesk to accelerate triage and resolution, while collaborating with data, enablement, and platform teams.

You have 5-7+ years in AI-forward CX tooling, ship AI-powered workflows in production, and translate complex decisions for non-technical stakeholders as we scale our support operations.