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Technology Operations Specialist (L3)

Mercor· Security
Apply on company site
San Francisco$160k - $190k + equity + bonusFull-timePosted 5mo ago

About the role

Mercor is hiring its first IT Operations Lead to own the reliability, security, and scalability of identity, endpoint, and IT infrastructure systems. The role focuses on transforming reactive support into automated, proactive systems, balancing speed, security, and user experience for technical teams building AI solutions. Based in San Francisco or New York, you’ll collaborate with Security, Engineering, and People Ops.

Responsibilities

  • Triage and resolve Tier 2/3 tickets with a focus on automation and improving response and resolution times
  • Manage and troubleshoot Apple devices at hyper-scale
  • Trace root causes across complex, multi-system failures (Rippling → Okta → Kandji → Google Workspace), identify patterns in recurring tickets, and propose automation or self-service solutions
  • Analyze downstream impacts before making changes; map dependencies and blast radius for SSO, MDM, and access-control changes
  • Build and maintain runbooks, troubleshooting guides, and knowledge base articles that elevate team capabilities
  • Lead small projects that address operational pain points (BYOD policies, international provisioning, compliance evidence collection)
  • Translate technical issues for non-technical stakeholders (People Ops, Finance, Legal) during incidents and changes
  • Mentor future IT team members on troubleshooting methodology and systems thinking
  • Participate in an on-call rotation and help establish sustainable escalation procedures as the team grows

Qualifications

  • 5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
  • Systems thinker who traces dependencies, considers second-order effects, and asks why did this break?
  • Strong incident management skills: triage, root-cause analysis, blameless postmortems, pattern recognition
  • Understanding of compliance controls (access management, logging, change management)
  • Clear communicator who can explain technical issues to engineers and non-technical stakeholders and write excellent documentation
  • Self-directed with a bias to action and judgment on when to escalate versus resolve independently
  • Solves problems creatively with systematic troubleshooting and considers second- and third-order effects
  • Documents solutions that help everyone, not just oneself
  • Builds trust through technical competence and calm, clear communication under pressure

Skills

Required:Incident managementApple device managementGoogle Workspace administration
Nice to have:Scripting and automation

Benefits

  • Bi-annual performance bonus structure
  • Generous equity grant vested over 4 years
  • Up to $15k Relocation bonus
  • $10K housing bonus (if you live within 0.5 miles of our office)
  • $1.5K monthly stipend for meals
  • Free Equinox membership
  • $200 monthly laundry reimbursement
  • $200 monthly personal wellness reimbursement
  • Health, Dental, Vision insurance
Last updated Sep 23, 2026. Interested? Apply on the company site.

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