Support Systems Administrator, User Operations

Harvey

. 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.

Posted 4/2/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $155,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Zendesk administrationticket routingautomationstriggersSLA policiesagent workspace configurationAPI integrationreport buildingdashboard creationAI-powered features

Soft Skills

technical problem-solvingorganizational skillsdocumentation skillscross-functional collaborationanticipation of workflow impacts

Certifications

Zendesk certification