Mercor
Join to apply for the
Technology Operations Lead
role at
Mercor
About Mercor Mercor is training models that predict how well someone will perform on a job better than a human can. We use our platform to source, vet, and onboard expert contractors who help train AI models in a wide variety of domains. Our technology is so effective it’s used by all of the top 5 AI labs.
In This 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 office , collaborating closely 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 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 post‑mortems, 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
Preferred Experience
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)
Why This Role Is 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
Generous equity grant vested over 4 years
A $20 K relocation bonus (if moving to the Bay Area)
A $10 K housing bonus (if you live within 0.5 mi of our office)
A $1 K monthly stipend for meals
Free Equinox membership
Health insurance
How to Apply Referrals increase your chances of interviewing at Mercor by 2x. Get notified about new Operations Lead jobs in
San Francisco, CA .
#J-18808-Ljbffr
Technology Operations Lead
role at
Mercor
About Mercor Mercor is training models that predict how well someone will perform on a job better than a human can. We use our platform to source, vet, and onboard expert contractors who help train AI models in a wide variety of domains. Our technology is so effective it’s used by all of the top 5 AI labs.
In This 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 office , collaborating closely 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 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 post‑mortems, 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
Preferred Experience
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)
Why This Role Is 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
Generous equity grant vested over 4 years
A $20 K relocation bonus (if moving to the Bay Area)
A $10 K housing bonus (if you live within 0.5 mi of our office)
A $1 K monthly stipend for meals
Free Equinox membership
Health insurance
How to Apply Referrals increase your chances of interviewing at Mercor by 2x. Get notified about new Operations Lead jobs in
San Francisco, CA .
#J-18808-Ljbffr