Technology Operations Specialist

About the Company

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. Mercor is a profitable Series C company valued at $10 billion.

Responsibilities

• Handle day-to-day operations and incident response
• Triage and resolve Tier 2/3 tickets with a focus on automation
• Manage and troubleshoot Apple devices at hyper-scale
• Trace root causes across complex, multi-system failures (Rippling, Okta, Kandji, Google Workspace)
• Build and maintain runbooks, troubleshooting guides, and knowledge base articles
• Lead small projects addressing operational pain points like BYOD policies and compliance
• Translate technical issues for non-technical stakeholders during incidents
• Participate in an on-call rotation and establish escalation procedures

Requirements

• 5–7 years in IT Operations or Technical Support roles
• Experience supporting technical teams in SaaS, cloud, or AI/ML environments
• Strong incident management skills including root-cause analysis and blameless postmortems
• Understanding of compliance controls such as access management and change management
• Excellent technical documentation and communication skills
• Ability to work in-person five days a week in the NYC office

Preferred Qualifications

• Expert troubleshooting across the Apple ecosystem and MDM (Kandji, Jamf, Intune)
• Advanced Google Workspace and Okta administration (SAML/OIDC, SCIM)
• Multi-cloud support experience (AWS, Azure, GCP)
• Network troubleshooting (DNS, VPNs, VLANs)
• Scripting and automation skills using Python, Bash, or APIs
• Experience with low-code automation tools like Okta Workflows or Zapier

Benefits

• Bi-annual performance bonus structure
• Generous equity grant vested over 4 years
• Up to $15k Relocation bonus
• $10K housing bonus for residents within 0.5 miles of the office
• $1.5K monthly stipend for meals
• Free Equinox membership
• $200 monthly laundry reimbursement
• $200 monthly personal wellness reimbursement
• Health, Dental, and Vision insurance