[Remote] Support Operations Engineer
Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate through innovative AI and a robust platform. They are seeking a Support Operations Engineer to build and maintain enablement content that supports the onboarding and ongoing training of their support team as the product evolves.
Responsibilities
- 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
Skills
- 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
Company Overview
Company H1B Sponsorship