# Technology Operations Lead

**Company:** [Mercor](https://hotfix.jobs/companies/mercor)
**Location:** San Francisco, CA
**Role:** IT Support
**Salary:** $100k – $200k/yr
**Experience:** 5+ years
**Skills:** Okta, Google Workspace, Kandji, Apple Mdm, Rippling, AWS, Azure, GCP, Python, Bash
**Posted:** 2026-02-13

> 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.

## Job Description

## 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

## Similar roles

- [Senior IT Support Associate](https://hotfix.jobs/jobs/9c75572b-d910-4e5d-bfe9-9fc7385da77d) - Attentive - New York, NY - $100k – $125k/yr
- [Senior Manager, IT Implementation](https://hotfix.jobs/jobs/8a6a8947-f176-47da-afb4-c345b6d24f00) - Rippling - Austin, TX - $100k – $196k/yr
- [Senior Financial Analyst](https://hotfix.jobs/jobs/72e144d7-2168-43b2-b468-70ab4841cd03) - Hinge Health - San Francisco, CA - $101k – $151k/yr
- [Sr Information Systems Engineer](https://hotfix.jobs/jobs/8967dc20-3499-4478-974f-a4a2b4b6e4d7) - Cribl - Remote - $99k – $156k/yr
- [Senior Systems Administrator](https://hotfix.jobs/jobs/242f1511-0c21-4f43-aa05-db6922e352fc) - Shield AI - Dallas, TX - $97k – $140k/yr

**Apply:** https://hotfix.jobs/jobs/b6a4309c-2a2e-46d6-9456-1a242e832b07
**Canonical:** https://hotfix.jobs/jobs/b6a4309c-2a2e-46d6-9456-1a242e832b07