Harvey

Support Systems Administrator, User Operations

Harvey

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $115,000 - $155,000 per year

About the role

  • 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

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