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Technology Operations Lead

MercorSan Francisco
On-site Full-time

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Qualifications

Key ResponsibilitiesOversee daily operations and incident managementTriage and resolve Tier 2/3 tickets, focusing on automation and enhancing response and resolution times. Manage and troubleshoot Apple devices at scale. Investigate root causes of complex, multi-system failures (e.g., Rippling → Okta → Kandji → Google Workspace), identify patterns in recurring tickets, and propose solutions leveraging automation or self-service options. Evaluate downstream impacts prior to implementing changes; analyze dependencies and potential blast radius for SSO, MDM, and access control modifications. Develop and maintain runbooks, troubleshooting guides, and knowledge base articles to enhance team capabilities. Lead small projects aimed at resolving operational challenges (e.g., BYOD policies, international provisioning, compliance documentation). Communicate technical issues to non-technical stakeholders (People Operations, Finance, Legal) during incidents.

About the job

About Mercor

At Mercor, we sit at the nexus of labor markets and artificial intelligence research. Our partnerships with top AI labs and enterprises allow us to provide the essential human intelligence needed for AI development.

Our extensive talent network is dedicated to training cutting-edge AI models, akin to how educators mentor students, sharing invaluable knowledge and context that cannot be captured in code alone. Currently, our network boasts over 30,000 experts who collectively generate in excess of $2 million daily.

We are pioneering a transformative work category where expertise fuels AI progress. Realizing this vision demands an ambitious, fast-paced, and deeply committed team. You will collaborate with researchers, operators, and AI companies that are at the forefront of developing systems that redefine society.

Mercor is a thriving Series C company, valued at $10 billion, and operates in-person five days a week from our modern San Francisco headquarters.

About the Role

We are seeking a Technology Operations Lead who will be responsible for ensuring the reliability, security, and scalability of our identity, endpoint, and IT infrastructure systems. You will work closely with the Head of IT to shift from reactive support to proactive, automated systems that preemptively address issues, striking a balance between speed, security, and an exceptional user experience for our technical teams driving the future of AI.

Your role will be based in our San Francisco office, where you will collaborate closely with Security, Engineering, and People Operations teams.

About Mercor

Mercor is a pioneering organization that merges the expertise of human intelligence with artificial intelligence development. By collaborating with leading AI labs and enterprises, we facilitate the training of advanced AI systems through a vast network of talented professionals, all while fostering an environment of innovation and efficiency.

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