[Remote] Technical Operations Manager at Mercury

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Customer Support, TechnologyIndustries

Requirements

7+ years of experience in a technical operations, systems, or tooling engineering role (or adjacent)
5+ years of hands-on people management (ideally leading technical roles/teams)
Deep expertise with Zendesk configuration and administration
Strong technical literacy (APIs, integrations, cloud services, data pipelines, internal tooling)
Demonstrated experience managing sprints, backlogs, and coordinating cross-team delivery
Experience with incident management, root cause analysis, and reliability engineering concepts
Excellent communication skills, able to translate technical complexity to non-technical audiences
Vendor / third-party management experience
Strong problem-solving mindset, bias for action, and proven track record of scaling systems and teams
Brings fresh, creative thinking to complex operational challenges; likes reimagining old systems and charting new paths
Ideal Candidate Will Also Have
Familiarity with integration tools (Zapier, Workato, custom connectors)
Exposure to solutions & systems beyond Zendesk
Experience working in fintech, banking operations, or regulated environments
Background in observability, monitoring, or reliability tooling

Responsibilities

Lead and grow the Technical Ops team; own the domain from intraday management to long term planning
Define and maintain actionable metrics, dashboards, and SLAs to drive performance and accountability
Architect, configure, and manage the lifecycle of core systems (e.g. Zendesk, internal tools), including change control, QA, and rollback strategies
Stay ahead of industry trends to evolve tooling and operational processes - continuously seek improvements in efficiency and scale
Detect and remediate system weaknesses and single points of failure; lead incident response, post-mortems, and escalation practices
Oversee sprint planning and execution for Ops initiatives & tasks; manage the backlog, dependencies, prioritization, and cross-functional coordination
Ensure documentation, runbooks, and internal processes are up to date
Act as the key interface between Technical Ops and internal or external stakeholders, sharing status, risks, and roadmap
Lead onboarding of new products or partners from a tooling and operations perspective
Champion automation, observability, and infrastructure-as-code practices; establish standards, templates, and processes to scale efficiently
Thinks critically about AI and tooling - balancing innovation with practicality, keeping people at the center

Skills

Key technologies and capabilities for this role

ZendeskAIAutomationDashboardsSLAsIncident ResponsePost-mortemsSprint PlanningAgileObservabilityData IntegrationsChange ControlQA

Questions & Answers

Common questions about this position

What experience level is required for this Technical Operations Manager role?

The role requires 7+ years of experience in a technical operations, systems, or tooling engineering role (or adjacent) and 5+ years of hands-on people management, ideally leading technical roles or teams.

What are the key technical skills needed for this position?

Candidates need deep expertise with Zendesk configuration and administration, strong technical literacy including APIs, integrations, cloud services, data pipelines, and internal tooling, plus experience with incident management, root cause analysis, and reliability engineering.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What is the compensation or salary for this position?

This information is not specified in the job description.

What makes a strong candidate stand out for this role?

A strong candidate will have demonstrated experience managing sprints, backlogs, and cross-team delivery, excellent communication skills to translate technical complexity to non-technical audiences, vendor management experience, and a strong problem-solving mindset with a bias for action and scaling track record.

Mercury

Banking services for startups and founders

About Mercury

Mercury provides banking services specifically designed for startups, regardless of their size or stage of development. Their offerings include free checking and savings accounts, debit and credit cards, and options for domestic and international wire transfers, as well as treasury and venture debt services. The platform is user-friendly, allowing founders to manage their finances with ease. What sets Mercury apart from traditional banks is its focus on the startup community, offering programs that connect founders with valuable resources and advice to help them succeed. The goal of Mercury is to empower startups by providing them with the financial tools and support they need to grow and thrive.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$146.8MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health, dental, & vision

Custom equipment setup

401(K) matching

12+ weeks paid parental leave

Book budget

Wellness benefits

Grocery budget

Paid lunch

Personalized callsign

Unlimited vacation policy (with mandatory minimum)

Risks

Mercury's decision to stop serving certain countries may lead to customer loss.

Integration challenges from the Teal acquisition could disrupt services.

Expansion into consumer banking might divert focus from core startup services.

Differentiation

Mercury offers both business and personal banking services, unlike many fintech competitors.

The company provides integrated financial management tools, enhancing startup operational efficiency.

Mercury's Raise program connects startups with investors, mentors, and other founders.

Upsides

Mercury secured a $100 million credit warehouse to expand its credit card business.

The acquisition of Teal enhances Mercury's financial management offerings for startups.

Mercury Personal expands market reach by attracting tech-savvy individuals.

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