Mercor
Engineering
TechnologyOperationsSpecialist(L3)
“Technology Operations Specialist (L3) at Mercor. Skills: IT Operations, Technical Support, Incident Management, Automation. Handle day-to-day operations. incident response”
What You'll Achieve.
own the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems; transform reactive support into strategic, automated systems that prevent problems before they occur; balancing speed, security, and an exceptional user experience; improving response and resolution times; elevate team capabilities; address operational pain points; shaping how we support a fast-growing AI company
Industry & Context.
Systems thinker; trace dependencies; considers second-order effects; asks "why did this break?"; Solves problems others gave up on; creative, systematic troubleshooting; Thinks through second- and third-order effects
Participate in an on-call rotation
What They're Looking For.
Must Have
5–7 years in IT Operations or Technical Support roles, Systems thinker, incident management skills, Understanding of compliance controls, Clear communicator, Self-directed, Solves problems others gave up on, Thinks through second- and third-order effects, Documents solutions, Builds trust
Nice to Have
supporting technical teams (SaaS, cloud, AI/ML environments), Expert troubleshooting across the Apple ecosystem, Advanced Google Workspace and Okta administration, Multi-cloud Support (AWS, Azure, GCP), Network troubleshooting (DNS, VPNs, VLANs), Scripting and automation (Python, Bash) and APIs for repetitive tasks and integrations, low-code automation tools (Okta Workflows, Zapier)
What You'll Do.
Handle day-to-day operations
Triage and resolve Tier 2/3 tickets
Manage and troubleshoot Apple devices
Trace root causes across complex failures
Analyze downstream impacts
Build and maintain runbooks
troubleshooting guides
knowledge base articles
Translate technical issues for non-technical stakeholders
Mentor future IT team members
Participate in an on-call rotation
establish sustainable escalation procedures
How You'll Work.
Team & Collaboration
partner directly with the Head of IT; collaborating closely with Security, Engineering, and People Ops; Translate technical issues for non-technical stakeholders (People Ops, Finance, Legal); Mentor future IT team members
Communication Scope
Clear communicator; explain technical issues to both engineers and non-technical stakeholders; write excellent documentation; calm, clear communication under pressure
Process & Methodology
Lead small projects
Applying for this Technology Operations Specialist (L3) role?
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