Why This Job is Featured on The SaaS Jobs
Support tooling has become a core part of the SaaS operating system, and this role sits at that intersection. Harvey is standardising on Zendesk as its primary support platform while operating an enterprise-grade, AI-driven product with a large and geographically distributed customer base. That combination makes support systems less about basic ticketing and more about building reliable workflows that connect product signals, customer context, and internal teams.
For a SaaS career, the long-term value here is in learning how operational leverage is created through systems design. Owning configuration, integrations, and reporting builds a portable skill set across modern SaaS organisations where Support Ops is expected to influence customer experience, cost to serve, and feedback loops into Product and Engineering. Experience evaluating add-ons, maintaining system health, and instrumenting dashboards also translates well into broader RevOps or Business Systems paths.
This role suits someone who prefers structured problem solving and clear ownership, and who enjoys being the technical translator between frontline teams and platform capabilities. It will appeal to professionals who like improving processes through automation and data, and who are comfortable collaborating across Support leadership, Engineering, and Operations in a remote environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1000+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Harvey is expanding into Zendesk as our primary support platform, and we need someone who can hit the ground running and own it end to end. We are looking for a Support Systems Administrator to lead the implementation, configuration, and ongoing maintenance of Zendesk — and to serve as the connective tissue between our support tooling and the rest of the Harvey technology stack.
Reporting to the Support Operations Manager, you will be responsible for making Zendesk work the way our support team needs it to — from routing logic and automation to integrations with our CRM, product data, and internal tools. You will partner closely with Support leadership, Engineering, and Operations to translate support requirements into functional configurations, and you’ll keep the system evolving as our team, product, and workflows change.
This role is ideal for someone who has deep Zendesk experience, thinks in systems, and takes genuine ownership of the tools their team relies on every day.
What You'll Do
Own the implementation and configuration of Zendesk as Harvey’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup.
Integrate Zendesk with Harvey’s broader tooling ecosystem — including CRM, product data, internal communication tools, and reporting infrastructure — to ensure a seamless support workflow.
Partner with Support leadership to translate operational requirements into system configurations; act as the technical translator between what the support team needs and what the tooling can do.
Maintain system health: monitor performance, manage user permissions and roles, troubleshoot issues, and ensure the platform is reliable and up to date.
Build and maintain reporting and dashboards within Zendesk that give Support leadership visibility into ticket volume, SLAs, agent performance, and customer trends.
Evaluate and implement Zendesk apps and add-ons that improve support efficiency, including AI-powered features for triage, suggested responses, and deflection.
Document system configurations, integration logic, and administrative processes to ensure continuity and support future team members.
Stay current on Zendesk product updates and proactively identify opportunities to improve the platform as new capabilities become available.
What You Have
3+ years of recent hands-on Zendesk administration experience, including configuration of routing, automations, triggers, SLA policies, and agent workspace.
Experience integrating Zendesk with third-party tools (e.g., Salesforce, Slack, Linear, or similar) and working with APIs or middleware platforms to connect systems.
Strong technical problem-solving skills — you can diagnose a broken workflow, trace it to its root cause, and fix it without waiting to be told how.
Familiarity with support operations more broadly — you understand the workflows your configurations are serving and can anticipate how changes will affect the team.
Experience building reports and dashboards in Zendesk Explore, Omni, or similar BI tools to support operational decision-making.
Organized and documentation-minded — you keep configurations well-documented and your work easy to hand off or build on.
Comfortable working cross-functionally with Engineering, Operations, and Support to scope and execute system improvements.
Bonus: Zendesk certification(s); experience with AI-powered Zendesk features (e.g., Intelligent Triage, suggested replies) or other support AI tooling.
Compensation
$115,000 - $155,000 USD
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
