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Technology Operations Specialist (L3)

Mercor · Security

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Pay
$160K – $190K • Offers Equity
Where
San Francisco
Posted
2 days ago

Mercor's mission is to organize human intelligence to power the AI economy. We're a leading AI data company, building the layer between human expertise and frontier models. Millions of domain experts on the platform are paid over $4 million per day to train frontier AI models. Mercor's APEX benchmark family measures AI's real-world impact on professional work. Mercor Enterprise brings this same infrastructure to Fortune 500 companies: helping companies capture how their best people actually work, translating that expertise directly back into agents.

Mercor is creating a new category of work where expertise powers AI advancement. Achieving this requires an ambitious, fast-paced and deeply committed team. You’ll work alongside researchers, operators, and AI companies at the forefront of shaping the systems that are redefining society.

What you'd do

  • 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
  • 5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)

What you get

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