Technical Operations Specialist, Brooklyn
Listing checked October 29, 2026 · pay as published by Braintrust
Key details
- Pay
- $55–60/hr
- Location
- Onsite · New York, NY, USAUnited States
- Job type
- contract
- Posted
- October 21, 2026
Overview
Etsy's Outsourced Technology & Tooling group, a team of eight individual contributors, keeps the support stack integrated, dependable, and aligned with business needs. This freelance contract puts Zendesk administration and Sierra to Zendesk integrations at the center, with backup coverage for support chatbots, surveys, agent-assist, Help Center setup, and AI-insight tooling. You own intake requests end to end: scope the ask, test the change, verify it in production, and document what future owners need to know. The mix runs from routine support and incident response to selected project work, sequenced with the Manager of Outsourced Tooling. Brooklyn is the preferred location.
What You'll Do10
- Configure, test, and debug Zendesk workflows using standard building blocks such as rules, views, and user and ticket fields.
- Handle Help Center configuration updates alongside Content and Engineering partners.
- Set up and maintain Sierra agent configuration and its Zendesk integrations.
- Cover intake channels during assigned shifts, triage incoming requests, and resolve straightforward items directly.
- Reproduce reported bugs in test environments, track routing and customer experience issues, and log findings in Jira.
- Serve as backup for Assembled Copilot and Cal automation, plus Qualtrics survey operations.
- Coordinate incident response with internal and external partners, escalating security, legal, or broad member-impact cases as needed.
- Watch post-release behavior and confirm production changes, including downstream effects on reporting, agent queues, and surveys.
- Keep Jira records and project notes current so the next owner inherits context and testing detail.
- Join working sessions with engineering, analytics, and platform partners when a change crosses team lines.
Requirements7
- Hands-on experience administering Zendesk as a customer-service platform.
- Experience running AI-powered agents in a support setting.
- Troubleshooting depth across configuration, APIs, integrations, authentication, routing, data flow, and third-party vendor behavior.
- Comfort moving between chat, email, voice, bot, human-agent, survey, and reporting workflows.
- Ability to turn a vague operational request into a scoped technical problem, a clear Jira ticket, and a practical next step.
- Independent work habits paired with sound judgment about when to bring partners in.
- Concise written communication and consistent documentation habits.
Preferred Qualifications2
- Zendesk certification
- Sierra.ai administration experience
Who Should Apply
A support-systems administrator who knows Zendesk inside out and has run AI agents in production. You debug integrations and authentication issues without hand-holding, and you leave clean Jira trails behind. Brooklyn-based candidates who want freelance work inside a retail tech support organization fit best.
Salary Insight
This freelance engagement pays $55 to $60 per hour. That range lines up with mid-level CX platform administration work in the New York market, where Zendesk and AI agent expertise command a premium over general support roles.
Pay and demand for Technical Writing & Documentation roles
Market estimates from live NearSkill listings — separate from this job's published terms.
This role · as published
$55–60/hr
Taken from the listing itself.
Typical pay · estimated
$68/hour
Median of 203 similar roles that publish pay · 31 publish only a top rate; those count at the rate they gave
Most Technical Writing & Documentation roles pay $44–$85 per hour. This role's pay falls inside that range.
Rates shown per hour. Yearly and monthly pay converted; one-time fees and non-USD pay are not included.
- Live similar roles
- 286
- Listed in last 30 days
- 164
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Hiring most right now: micro1 (83) · Mercor (33) · SME Careers (27)
Most requested skills · share of roles
- python20%
- AWS13%
- react12%
- ci/cd10%
Figures from Technical Writing & Documentation roles live on NearSkill when this page loaded. A role can close before you apply, so check the listing itself.
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