Technology Operations Specialist (L3)

Mercor

New York (NY)

On-site

USD 120,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Bi-annual performance bonus

Generous equity grant

Relocation bonus up to $15k

Housing bonus $10K

Monthly meal stipend $1.5K

Free Equinox membership

Monthly laundry reimbursement $200

Monthly personal wellness reimbursement $200

Health, Dental, Vision insurance

Job summary

Mercor seeks its first IT Operations Lead based in New York City to enhance the reliability and security of IT infrastructure systems. You will collaborate with various teams to transform support into strategic automated solutions, improving user experience across technical teams.

The role involves handling incidents, mentoring future team members, and participating in an on-call rotation. Candidates should have 5-7 years in IT Operations, strong incident management skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

Attractive benefits include performance bonuses, equity grants, and various stipends aimed at employee wellness.

Qualifications

5-7 years in IT Operations or Technical Support roles.
Strong incident management skills and root-cause analysis.
Clear communicator who can document solutions effectively.

Responsibilities

Handle day-to-day operations and incident response.
Triage and resolve Tier 2/3 tickets with a focus on automation.
Analyze downstream impacts before making changes.

Skills

Incident management

Troubleshooting

Communication

Systems thinking

Automation

Tools

Google Workspace

MDM (Kandji, Jamf)

AWS

Azure

GCP

Job description

About Mercor

Mercor's mission is to organize human intelligence to power the AI economy. We partner with leading AI labs and enterprises to provide the human intelligence essential to AI development. Our vast talent network trains frontier AI models in the same way teachers teach students: by sharing knowledge, experience, and context that can't be captured in code alone. Today, more than 30,000 experts in our network collectively earn over $2 million a day.

Mercor is creating a new category of work where expertise powers AI advancement. Achieving this requires an ambitious, fast-paced and deeply committed team. You’ll work alongside researchers, operators, and AI companies at the forefront of shaping the systems that are redefining society. Mercor is a profitable Series C company valued at $10 billion. We work in-person five days a week in our San Francisco, NYC, or London offices.

About the Role:

We’re hiring our first IT Operations Lead to own the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems. You’ll partner directly with the Head of IT to transform reactive support into strategic, automated systems that prevent problems before they occur — balancing speed, security, and an exceptional user experience for technical teams building the future of AI.

You’ll be based in our San Francisco or New York City office, collaborating closely with Security, Engineering, and People Ops.

In This Role, You Will:

Handle day-to-day operations and incident response

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

You May Be a Good Fit If You:

5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
Systems thinker who naturally traces dependencies, considers second-order effects, and asks "why did this break?" not just "how do I fix it?"
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 both engineers and non-technical stakeholders and write excellent documentation
Self-directed with a bias to action and strong judgment on when to elevate versus resolve independently
Solves problems others gave up on through creative, systematic troubleshooting
Thinks through second- and third-order effects before making changes
Documents solutions that help everyone, not just yourself
Builds trust through technical competence and calm, clear communication under pressure

Strong Candidates May Also Have Experience With:

Expert troubleshooting across the Apple ecosystem, including MDM (Kandji, Jamf, Intune)
Advanced Google Workspace and Okta administration (SAML/OIDC, lifecycle automation, SCIM provisioning)
Multi-cloud Support (AWS, Azure, GCP)
Network troubleshooting (DNS, VPNs, VLANs)
Scripting and automation (Python, Bash) and APIs for repetitive tasks and integrations, plus low-code automation tools (Okta Workflows, Zapier)

What Makes This Role Unique

You’ll spend most of your day handling tickets and incidents, but you won’t just fix problems, you’ll ask why they exist and work to prevent them. If you see the same issue three times, you’ll write the runbook, propose the automation, or flag the upstream fix. As we scale, you’ll hire and mentor the next IT Operations team members, shaping how we support a fast-growing AI company.

Benefits