harvey - Support Operations Engineer
Requirements
• 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.
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.
Benefits
• $104K – $156K • Offers Equity • Offers Bonus • Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Current Legal Address • Yes, I will require Harvey to sponsor my employment • No, I do not require sponsorship to work in the United States • If you answered ‘Yes’ to requiring sponsorship now or in the future, please feel free to provide additional details (Optional) • or drag and drop here
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