Technical Systems Administrator

Faire•New York, NY

21h•$129,000 - $177,000•Hybrid

About The Position

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants. By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours. About this role As the Technical Systems Manager, you’ll play a critical role in improving stability, cost efficiency, and customer experience across Risk, CX, and Marketplace Operations as our workflows and system complexity grow. You’ll lead high-impact systems work—from automations, to routing and case management strategies, to ticket enrichment. This is a highly technical, hands-on-role that bridges AI, Operations, and platform development to create a seamless, intelligent experience for our teams. We’re looking for a hands-on systems builder, who is equal parts AI builder, Zendesk expert, and systems integrator, who can design with vision, execute with speed, and collaborate with empathy. .

Requirements

5+ years of experience building and operating case management platforms (Zendesk strongly preferred), including workflow architecture, automations, APIs/integrations, and reporting.
4+ years of operational experience supporting Risk/Fraud, Marketplace Ops, and/or Customer Support in a fast-paced environment.
2+ years building and shipping production AI/LLM applications embedded in operational workflows.
Proficiency in Python or JavaScript and comfort building services, automations, and internal tools.
Strong SQL skills with the ability to perform deep analysis and validate data quality across operational systems and data warehouses (e.g., Snowflake).
Experience owning reliability for systems you build: monitoring/alerting, incident response, and safe change management.
Ability to clearly articulate technical concepts across diverse audiences—from engineers to ops leaders and customer-facing teams.
Strong collaboration and project ownership mindset, with a track record of delivering complex systems end-to-end.

Nice To Haves

Experience with orchestration/workflow frameworks (e.g., Airflow, Dagster, or similar).
Familiarity with marketplace operations and cross-functional tooling spanning Support, Risk, and Marketplace workflows.

Responsibilities

Design and implement AI-enabled operational workflows that improve ticket enrichment, triage, routing, and automated decisioning.
Integrated LLM’s into team workflows to elevate team efficiency and impact
Own and evolve our case routing architecture, including complex workflow logic, escalations, and operational controls.
Architect scalable, reliable integrations across Zendesk, CRM systems, and Snowflake using APIs, webhooks, and iPaaS
Own platform health by monitoring data sync fidelity and proactively troubleshoot issues and outages.
Establish and uphold development best practices to ensure high quality code, stable integrations, and a strong foundation for future scale
Oversee the rollout of major feature updates across Operation platforms, ensuring proper enablement and adoption
Build and maintain operational data pipelines and quality checks that ensure consistent, auditable data flow across platforms.
Serve as a bridge between technical and non-technical stakeholders—translating operational requirements into simple, usable systems.
Support broader Ops strategy through thoughtful system design, operational UX improvements, and automation-first process optimization.