Technical Operations Specialist (Hybrid Brooklyn) – Etsy | $55–$60/Hour

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Technical Operations Specialist (Hybrid Brooklyn) – Etsy | $55–$60/Hour SEO Title: Technical Operations Specialist Jobs at Etsy | Zendesk & Sierra.ai | Brooklyn, NY Meta Description: Etsy is hiring a Technical Operations Specialist for a freelance contract focused on Zendesk administration, Sierra.ai integrations, customer support technology, and troubleshooting. Rate: $55–$60 per hour. Brooklyn, New York preferred. 🛠️ Technical Operations Specialist (Hybrid Brooklyn) – Etsy Are you an experienced technical operations professional with expertise in Zendesk, AI-powered support tools, and system integrations? Etsy is seeking a hands-on Technical Operations Specialist to help maintain and improve its customer experience (CX) technology platforms. In this role, you will support Zendesk workflows, assist with Sierra.ai integrations, troubleshoot technical issues, coordinate incident responses, and help ensure that customer support systems remain reliable and efficient. This opportunity is ideal for professionals who enjoy solving technical problems, improving support operations, and collaborating with engineering, analytics, and customer experience teams. 📌 Job Details - Company: Etsy - Job Title: Technical Operations Specialist - Job ID: 1124 - Job Category: Other / Technical Operations - Job Type: Freelance Contract - Work Arrangement: Hybrid - Preferred Location: Brooklyn, New York, USA - Listed Location: New York, NY, USA - Hourly Rate: $55–$60 - Experience Level: 3–5 years - Work Schedule: 40 hours per week - Time Zone: EST/EDT — full-day overlap required - Contract Period: November 17, 2026 – May 17, 2027 - Contract Duration: Long-term - Top Skills: Zendesk, Sierra.ai, Jira - Application Status: Pending bank information on the platform listing Note: The platform's “Pending bank information” status may relate to referral or payment administration. It does not necessarily indicate the employer's hiring status. 🏢 About the Team Etsy's Outsourced Technology & Tooling team supports the technology platforms used by customer support teams. The team works to ensure that support tools are integrated, reliable, scalable, and aligned with business needs. As a contractor, you will help maintain essential customer support systems and improve the workflows used by support agents and customers. Your primary focus will be Zendesk administration and Sierra.ai–Zendesk integrations, with additional support for chatbots, surveys, agent-assist tools, Help Center configuration, and AI-powered insights. 🎯 Key Responsibilities 1. Administer and Support Customer Experience Platforms - Build, configure, test, and troubleshoot Zendesk workflows. - Manage rules, views, user fields, and ticket fields. - Support Zendesk Help Center configuration changes. - Assist with Sierra.ai agent configuration and Zendesk integrations. - Provide backup support for Assembled Copilot, Cal automation, and Qualtrics survey operations. - Coordinate with content, engineering, and platform teams to implement changes. 2. Manage Technical Requests and Operational Support - Monitor and triage incoming operational requests during assigned coverage periods. - Investigate customer support workflow failures and routing issues. - Resolve straightforward technical requests and document the results. - Reproduce bugs in test environments and record findings in Jira. - Coordinate incident response with internal teams and external vendors. - Escalate high-risk, security-related, legal, or widespread customer-impacting issues appropriately. - Monitor system behavior after releases to confirm changes work correctly in production. 3. Troubleshoot Integrations and System Issues - Investigate issues involving APIs, authentication, integrations, and data flow. - Identify problems with third-party vendor systems and platform configurations. - Check how system changes affect reporting, agent queues, surveys, and customer experience. - Work with engineering and platform owners to identify practical solutions. 4. Documentation and Collaboration - Maintain accurate Jira tickets, project notes, and technical documentation. - Record configuration changes, testing steps, findings, and decisions. - Translate unclear operational requests into well-defined technical tasks. - Collaborate with engineering, analytics, and support technology partners. - Communicate progress, issues, and next steps clearly to stakeholders. 🛠️ Required Skills and Qualifications Candidates should have: - Experience administering Zendesk or a similar customer service platform. - Experience configuring or supporting AI-powered agents, preferably Sierra.ai. - Strong troubleshooting skills across system configurations and integrations. - Understanding of APIs, authentication, routing, and data flow. - Experience investigating technical issues and documenting findings in Jira. - Ability to turn operational problems into clear technical requirements. - Strong written communication and documentation skills. - Ability to work independently while collaborating with relevant teams. - Familiarity with customer support workflows across chat, email, voice, bots, surveys, and reporting. Zendesk certification is a bonus, but the listing does not state it as mandatory. ⭐ Additional Experience That Can Help Experience with the following tools and areas may be useful: - Zendesk workflow administration and Help Center configuration. - Sierra.ai agent setup and integrations. - Jira ticket management and incident tracking. - Assembled Copilot and Cal automation. - Qualtrics surveys and customer feedback systems. - AI-powered customer support tools. - Testing and monitoring production system changes. - Vendor coordination and technical incident management. 💰 Salary and Contract Details - Hourly Rate: $55–$60. - Weekly Hours: 40 hours. - Estimated Weekly Earnings: $2,200–$2,400 before taxes, assuming 40 paid hours. - Contract Start: November 17, 2026. - Contract End: May 17, 2027. - Work Type: Freelance contract. - Work Arrangement: Hybrid, with Brooklyn preferred. Actual earnings depend on approved and paid hours, contract terms, and applicable taxes. Employee benefits and paid leave are not specified in the provided listing. 📍 Location and Schedule Requirements The position is listed in New York, USA, with Brooklyn preferred. Candidates should be prepared to meet the EST/EDT full-day overlap requirement. Because the role is described as hybrid, applicants should confirm the required in-office attendance and whether candidates outside the New York area can be considered. International eligibility and visa sponsorship are not confirmed in the provided job description. 📝 How to Apply Before applying, prepare an updated CV highlighting your experience with: - Zendesk administration and customer support systems. - Sierra.ai or other AI-powered support agents. - APIs, system integrations, and technical troubleshooting. - Jira, incident management, and technical documentation. - Workflow testing, monitoring, and production support. Make sure you review the location, hybrid work, and time zone requirements before submitting your application. 🔗 Apply Now Interested candidates should visit the official application page to review the complete job requirements and submit an application for the Technical Operations Specialist – Etsy opportunity. Apply Now