Why This Job is Featured on The SaaS Jobs
Support Operations Engineer roles matter in SaaS because they sit at the fault line between product reliability and customer experience. In an AI-first, enterprise platform context like Harvey’s, support operations tends to be tightly coupled to rapid product iteration, knowledge management, and the systems that keep resolution quality consistent as volume and complexity increase. That makes the function a practical lens into how modern SaaS companies operationalise learning, tooling, and process around a changing product.
From a SaaS career perspective, this kind of work builds durable strengths in support analytics, enablement workflows, and cross-functional coordination with Product and Customer Education. The remit naturally rewards an operator who can translate release notes and ticket signals into repeatable internal practices, and who can measure whether interventions actually reduce friction. Those are transferable capabilities across B2B SaaS environments where scale depends on turning tribal knowledge into systems.
This role will suit someone who prefers structured problem-solving over ad hoc firefighting, and who enjoys owning the mechanics of how teams ramp and stay current. It is a strong match for professionals who like working close to real customer issues while influencing internal standards, documentation, and operational cadence in a remote setting.
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. 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 1500+ 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Harvey is building a world-class support function, and keeping our team equipped as the product rapidly evolves is a critical part of that foundation. We are looking for a Support Enablement Specialist to work alongside our Support Enablement Lead in building and delivering the programs that help every specialist ramp quickly and keep growing.
Reporting to the Support Operations Manager, with day-to-day direction from the Support Enablement Lead, you will focus on executing and maintaining enablement content across the full learning lifecycle — from onboarding new hires to delivering ongoing training as Harvey’s product and processes change. You'll work closely with the Support Enablement Lead, who will set direction and priorities, while you own the execution and delivery of content across the enablement program.
This role is a great fit for someone who is a strong executor, loves creating content that actually helps people, and thrives in a fast-moving environment where the work is always evolving.
What You'll Do
Build and maintain enablement content across the full learning lifecycle — onboarding curricula, product update training, process guides, quick-reference materials, and skills development resources.
Translate rapid product releases and process changes into clear, digestible learning content quickly and in the right format for the audience — written guides, short videos, live sessions, or self-guided modules.
Support the delivery and logistics of the onboarding program, including coordinating new hire schedules, tracking ramp progress, and flagging areas where additional support may be needed.
Maintain and organize the enablement content library, ensuring materials stay accurate, current, and easy to find as the product and team scale.
Partner with QA and the Enablement Lead to identify knowledge gaps surfaced by ticket trends and QA scores, and turn those gaps into targeted learning content.
Partner with Customer Education and Product to stay current on releases and incorporate changes into training materials before they surface as issues in tickets.
Gather feedback from specialists and new hires to continuously improve content and the learning experience.
Track content performance metrics and share insights with the Lead to inform program improvements.
What You Have
2+ years of experience in support enablement, support content creation, or a related role within a technical SaaS product environment.
Strong content creation skills — you can take complex product or process information and turn it into something clear, engaging, and easy to act on.
Solid instructional design fundamentals: you understand how to structure learning content, build in reinforcement, and choose the right format for the right moment.
Experience working in fast release cycles and adapting materials quickly as products evolve.
Organized and detail-oriented — you can manage a content library, track multiple projects, and keep materials current without things slipping.
Familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence.
Collaborative by nature — you work well alongside a Lead, take direction clearly, and proactively flag issues or opportunities.
Bonus: experience with LMS platforms, video creation tools, or AI-assisted content development workflows.
Compensation
$104,000 - $156,000 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
