Zendesk CX Ops Engineer (Sierra & Hybrid)

Braintrust; United States; Hybrid; USD 76,000 - 83,000; Full time

Job summary

Etsy is seeking a hands-on CX Technology Operations Contractor to keep support platforms reliable, focusing on Zendesk administration and Sierra‑Zendesk integrations. You’ll handle day‑to‑day intake, document decisions, and coordinate with vendors and engineering partners.

This hybrid Brooklyn role may include BAU support, incident response, and select project work, with backlog and reporting impact monitored post‑release.

Qualifications

• Experience administering Zendesk as a customer-service platform, certification is a bonus.
• Experience administering AI powered agents, preferably Sierra.ai.
• Strong troubleshooting across configuration, APIs, integrations, authentication, and data flow.

Responsibilities

• Administer and support CX platforms, build and test Zendesk workflows, and support Help Center changes.
• Handle intake and operational support, scope requests, document outcomes, and escalate as needed.
• Communicate clearly, document decisions, and coordinate with engineering, analytics, and vendors.

Skills

Zendesk administration

Sierra.ai

Troubleshooting

APIs

Integrations

Vendor coordination

Tools

Zendesk

Sierra.ai

Jira

Qualtrics

Job description

Etsy is seeking a hands-on CX Technology Operations Contractor to keep support platforms reliable, focusing on Zendesk administration and Sierra‑Zendesk integrations. You’ll handle day‑to‑day intake, document decisions, and coordinate with vendors and engineering partners.

This hybrid Brooklyn role may include BAU support, incident response, and select project work, with backlog and reporting impact monitored post‑release.