Support Systems Administrator, User Operations

Harvey AI Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Support Systems Administrator, User Operations at Harvey AI Inc. is a pivotal role responsible for owning the end-to-end implementation, configuration, and maintenance of Zendesk as the company’s primary support platform, ensuring seamless integration with Harvey’s broader technology stack and enabling efficient, scalable support operations for a rapidly growing global customer base.
• This role is critical to Harvey’s mission of transforming professional services through AI, as it directly enables the support team to deliver high-quality, timely service to over 1,000 customers across 60+ countries by optimizing workflows, automating routine tasks, and providing actionable insights through robust reporting and system reliability.
• Day-to-day responsibilities include owning Zendesk configuration — such as ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup — to align with evolving support team needs and operational workflows.
• Integrating Zendesk with Harvey’s CRM, product data, internal communication tools (e.g., Slack, Linear), and reporting infrastructure to create a unified support ecosystem that eliminates silos and ensures data flows seamlessly across systems.
• Partnering closely with Support leadership to translate operational requirements into technical configurations, acting as the technical bridge between support team needs and platform capabilities, while also collaborating with Engineering and Operations to scope and execute system improvements.
• Maintaining system health through proactive monitoring, user permission and role management, issue troubleshooting, and ensuring platform reliability, uptime, and compliance with security and access standards.
• Building and maintaining Zendesk Explore, Omni, or similar BI-powered reports and dashboards that provide Support leadership with real-time visibility into ticket volume, SLA compliance, agent performance, and customer trend analysis for data-driven decision-making.
• Evaluating, testing, and implementing Zendesk apps and add-ons — including AI-powered features like Intelligent Triage, suggested replies, and deflection tools — to enhance support efficiency, reduce response times, and improve agent productivity.
• Documenting all system configurations, integration logic, administrative processes, and change management procedures to ensure knowledge continuity, ease of onboarding for future team members, and audit readiness.
• Staying current with Zendesk product updates, release notes, and emerging AI capabilities, and proactively recommending and implementing improvements that align with Harvey’s support strategy and technological evolution.

🎯 Requirements

• 3+ years of recent hands-on Zendesk administration experience, including configuration of routing, automations, triggers, SLA policies, and agent workspace setup.
• Proven experience integrating Zendesk with third-party tools such as Salesforce, Slack, Linear, or similar platforms using APIs, middleware, or native connectors.
• Strong technical problem-solving ability — capable of diagnosing workflow failures, tracing root causes, and implementing fixes independently without requiring direction.
• Familiarity with support operations workflows and the ability to anticipate how system changes impact team productivity, customer experience, and service delivery.
• Experience building and maintaining reports and dashboards in Zendesk Explore, Omni, or comparable BI tools to support operational decision-making and performance tracking.
• Demonstrated skill in creating and maintaining clear, comprehensive documentation of configurations, integrations, and administrative processes for knowledge sharing and continuity.
• Comfortable working cross-functionally with Engineering, Operations, and Support teams to gather requirements, scope improvements, and execute system changes.
• Bonus: Zendesk certification(s) or hands-on experience with AI-powered Zendesk features like Intelligent Triage, suggested replies, or AI-driven deflection tools.

🏖️ Benefits

• Competitive compensation range of $115,000 - $155,000 USD, reflecting the role’s strategic importance and Harvey’s commitment to attracting top talent.
• Fully remote work flexibility, enabling collaboration with a global team across 60+ countries while maintaining work-life balance and geographic freedom.
• Opportunity to work at a high-growth AI company with 1,000+ customers, strong product-market fit, and backing from world-class investors, offering significant career acceleration and equity potential.
• Access to cutting-edge AI technology and a mission-driven culture focused on transforming professional services through innovation, intensity, and ownership.
• Collaborative environment with sharp, motivated teammates who prioritize excellence, customer impact, and solving real-world problems with urgency and care.
• Commitment to professional development through exposure to complex system integrations, AI-enhanced support tools, and evolving enterprise platforms.
• Harvey’s dedication to inclusion and accessibility, including reasonable accommodations for applicants with disabilities upon request via [email protected].

Skills & Technologies

REST

Remote

$115k-155k

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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