Mercor
Engineering
TechnologyOperationsSpecialist(L3)
“Technology Operations Specialist (L3) at Mercor. Skills: IT infrastructure systems, incident response, automation, troubleshooting. 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; balancing speed, security, and an exceptional user experience; improving response and resolution times; elevate team capabilities; prevent them; hire and mentor the next IT Operations team members
Industry & Context.
Systems thinker; trace dependencies; considers second-order effects; asks "why did this break?"; incident management skills; root-cause analysis; blameless postmortems; pattern recognition; Solves problems others gave up on; Thinks through second- and third-order effects
work in-person five days a week, 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 with a bias to action, Solves problems others gave up on, Thinks through second- and third-order effects, Documents solutions, Builds trust through technical competence and calm, clear communication under pressure
Nice to Have
supporting technical teams (SaaS, cloud, AI/ML environments), Expert troubleshooting across the Apple ecosystem, 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), 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 tickets
Manage and troubleshoot Apple devices
Analyze downstream impacts
Build and maintain runbooks
Translate technical issues
Mentor future IT team members
Participate in on-call rotation
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; 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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