Technical Operations Specialist (Hybrid Brooklyn) - 1124

About The Team: Outsourced Technology & Tooling
Team size: 8 IC's
Team Description: Manages the technology & tooling to provide solutions for the support teams at Etsy to ensure solutions are integrated, reliable, scalable, & aligned with business needs
Location: Brooklyn preferred

About The Role
Etsy is looking for a hands-on CX Technology Operations Contractor. You will help keep critical customer-support platforms reliable, respond to day-to-day intake, and move technical work forward across Zendesk, Sierra, and related support systems.

This role is a strong fit for someone who enjoys connecting operational needs to technical solutions. You will investigate workflow failures, configure and test platform changes, coordinate with vendors and internal engineering partners, document decisions, and communicate status clearly to stakeholders.

Your primary focus will be Zendesk administration and Sierra–Zendesk integrations, with backup support across our support chatbots, surveys, agent-assist, Help Center, and AI-insights tooling. The exact scope will be prioritized with the Manager of Outsourced Tooling and may include a mix of business-as-usual support, incident response, and selected project work.

Responsibilities
Administer and support CX platforms

• Build, test, and troubleshoot Zendesk workflows using standard features (rules, views, user/ticket fields, etc.)
• Support Zendesk Help Center configuration changes, coordinating with Content and Engineering partners
• Support Sierra agent configuration & integrations with Zendesk.
• Provide backup technical support for Assembled Copilot / Cal automation, as well as Qualtrics survey operations.

Intake and operational support

• Monitor and triage the team’s operational intake channels during assigned coverage periods.
• Perform initial scoping and resolve straightforward requests directly, documenting outcomes clearly while involving appropriate platform owners or partners for higher-risk work.
• Investigate routing, workflow, and customer experience issues, reproducing bugs in test environments and documenting clear findings in Jira.
• Coordinate incident response with internal and external partners, while appropriately escalating high-risk, security, legal, or widespread member-impacting issues.
• Monitor post-release behavior and confirm that changes work in production, including downstream effects on reporting, agent queues, surveys, and customer experience.

Communicate and document clearly

• Maintain documentation & tickets: Keep project notes and Jira records current. Leave thorough documentation so future owners understand changes, context, and testing.
• Collaborate across teams: Participate in working sessions with engineering, analytics, and platform partners as needed.

Requirements

• Experience administrating Zendesk as a supporting customer-service platform, certification a bonus
• Experience administrating AI powered agents, preferably Sierra.ai
• Strong troubleshooting skills across configuration, APIs, integrations, authentication, routing, data flow, and third-party vendor behavior

Additional Skills 

• Ability to translate an ambiguous operational request into a scoped technical problem, a clear Jira ticket, and a practical next step
• Comfort working across chat, email, voice, bot, human-agent, survey, and reporting workflows
• Ability to work independently while balancing partner involvement for support
• Clear, concise written communication and strong documentation habits
• A collaborative working style and genuine interest in making support easier for members and agents