Support Operations Engineer

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.

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.

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.