Mercor30.05.2026
Technology Operations Specialist (L3)
Зарплата не указана
Полная занятостьОфис
Обязанности
- 01Handle day-to-day operations and incident response
- 02Triage and resolve Tier 2/3 tickets with a focus on automation and improving response and resolution times
- 03Manage and troubleshoot Apple devices at hyper-scale
- 04Trace root causes across complex, multi-system failures (Rippling → Okta → Kandji → Google Workspace), identify patterns in recurring tickets, and propose automation or self-service solutions
- 05Analyze downstream impacts before making changes; map dependencies and blast radius for SSO, MDM, and access-control changes
- 06Build and maintain runbooks, troubleshooting guides, and knowledge base articles that elevate team capabilities
- 07Lead small projects that address operational pain points (BYOD policies, international provisioning, compliance evidence collection)
- 08Translate technical issues for non-technical stakeholders (People Ops, Finance, Legal) during incidents and changes
- 09Mentor future IT team members on troubleshooting methodology and systems thinking
- 10Participate in an on-call rotation and help establish sustainable escalation procedures as the team grows
Требования
- 015–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
- 02Systems thinker who naturally traces dependencies, considers second-order effects, and asks 'why did this break?' not just 'how do I fix it?'
- 03Strong incident management skills: triage, root-cause analysis, blameless postmortems, pattern recognition
- 04Understanding of compliance controls (access management, logging, change management)
- 05Clear communicator who can explain technical issues to both engineers and non-technical stakeholders and write excellent documentation
- 06Self-directed with a bias to action and strong judgment on when to escalate versus resolve independently
- 07Solves problems others gave up on through creative, systematic troubleshooting
- 08Thinks through second- and third-order effects before making changes
- 09Documents solutions that help everyone, not just yourself
- 10Builds trust through technical competence and calm, clear communication under pressure
Условия
- 01Bi-annual performance bonus structure
- 02Generous equity grant vested over 4 years
- 03Up to $15k Relocation bonus
- 04$10K housing bonus (if you live within 0.5 miles of our office)
- 05$1.5K monthly stipend for meals
- 06Free Equinox membership
- 07$200 monthly laundry reimbursement
- 08$200 monthly personal wellness reimbursement
- 09Health, Dental, Vision insurance