Support Operations Engineer

Ovii's Interpretation of the Role

The Support Operations Engineer will own automation and AI‑assisted tooling that powers Harvey's support specialists. You’ll design integrations, build reporting pipelines, and partner across data and support teams to streamline ticket triage and resolution.

Role Snapshot

• Automation infrastructure owner
• AI‑assisted workflow builder
• Zendesk integration specialist
• Reporting system architect
• Cross‑team collaborator

Must-Have Requirements

• AI‑assisted workflow tooling
• Automation & integration
• Zendesk platform expertise
• Reporting infrastructure
• Clear technical communication
• support operations
• CX tooling
• AI‑forward environment

Work Setup

• Location: San Francisco, United States
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Education requirement
• Certifications
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Design and maintain AI‑driven copilots, knowledge surfacing, and response‑assist tools for support agents
• Build custom integrations and cross‑tool automation that extend beyond native Zendesk capabilities
• Partner with the Data team to create real‑time and historical reporting dashboards for volume, quality, and efficiency
• Identify repetitive agent tasks and replace them with automated or AI‑augmented alternatives
• Collaborate with Support Enablement and Systems teams to embed tooling improvements into agent training and platform configuration
• Evaluate new support technologies, run pilots, and present data‑backed recommendations to leadership
• Document integration logic and automation workflows to ensure maintainability at scale

Good Fit If You Have

• Enjoys turning manual support processes into automated, AI‑enhanced solutions
• Thrives in fast‑moving, high‑ownership environments
• Communicates technical concepts clearly to non‑technical stakeholders