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MercorMercorSan Francisco, CA

Technology Operations Lead

Leads IT operations by managing endpoint reliability, security, and scalability for identity and infrastructure systems. Handles Tier 2/3 incidents, automates resolutions, troubleshoots Apple devices and tools like Okta and Google Workspace, and mentors team members. Requires 5-7 years in IT ops supporting technical teams.

100k – 200k/yr
On-site5+ YOEIT Support

About the role

Responsibilities

  • Handle day-to-day operations and incident response
  • 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

Requirements

  • 5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams (SaaS, cloud, AI/ML environments)
  • Systems thinker who naturally traces dependencies, considers second-order effects
  • Strong incident management skills: triage, root-cause analysis, blameless postmortems, pattern recognition
  • Understanding of compliance controls (access management, logging, change management)
  • Clear communicator who can explain technical issues to both engineers and non-technical stakeholders and write excellent documentation
  • Self-directed with a bias to action and strong judgment on when to escalate versus resolve independently
  • Solves problems others gave up on through creative, systematic troubleshooting
  • Thinks through second- and third-order effects before making changes
  • Documents solutions that help everyone, not just yourself
  • Builds trust through technical competence and calm, clear communication under pressure

Nice-to-Haves

  • Expert troubleshooting across the Apple ecosystem, including 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) and APIs for repetitive tasks and integrations, plus low-code automation tools (Okta Workflows, Zapier)

Benefits

  • Generous equity grant vested over 4 years
  • $20K relocation bonus (if moving to the Bay Area)
  • $10K housing bonus (if you live within 0.5 miles of our office)
  • $1K monthly stipend for meals
  • Free Equinox membership
  • Health insurance

Skills

OktaGoogle WorkspaceKandjiApple MdmRipplingAWSAzureGCPPythonBash

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