Support Operations Engineer

Ovii's Interpretation of the Role

The Support Operations Engineer will design and maintain AI‑assisted tooling, automation layers, and reporting systems that accelerate Harvey's support specialists. You’ll work cross‑functionally with data, enablement, and platform teams to extend Zendesk and deliver scalable, data‑driven solutions.

Role Snapshot

• Build AI‑assisted support tools
• Own cross‑stack automation layer
• Develop end‑to‑end reporting infrastructure
• Integrate custom Zendesk extensions
• Collaborate with data, enablement, and platform teams
• Document and maintain integration workflows

Must-Have Requirements

• AI tooling for support
• Automation & workflow orchestration
• Zendesk platform & API integration
• Reporting system development
• support operations
• AI‑assisted workflow development

Nice-to-Have Signals

• Operational intuition for CX friction
• Clear technical communication

Work Setup

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

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications

What You'll Likely Work On

• Design, build, and maintain AI‑assisted tools that help agents triage and resolve tickets
• Create and manage custom integrations and cross‑tool workflows that extend beyond native Zendesk capabilities
• Partner with the Data team to build real‑time and historical reporting dashboards for volume, quality, and efficiency
• Identify repetitive agent processes and replace them with automated or AI‑driven alternatives
• Work with the Support Enablement Lead to embed tooling improvements into agent training and knowledge delivery
• Collaborate with the Support Systems Administrator to ensure clean implementation within the core support stack
• Evaluate new tools, run pilots, and present data‑backed recommendations to leadership
• Document integration logic and automation workflows to support scaling

Good Fit If You Have

• Strong operational intuition for support team friction
• Proven ability to communicate technical decisions to non‑technical stakeholders
• Experience shipping AI‑assisted workflows in live support environments