Technology Operations Lead at Mercury

San Francisco, California, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

AI, TechnologyIndustries

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, and asks "why did this break?" not just "how do I fix it?"
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

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

Skills

Key technologies and capabilities for this role

OktaRipplingKandjiGoogle WorkspaceApple device managementMDMSSOincident responseautomationrunbookstroubleshooting

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position based in the San Francisco office, where you'll collaborate closely with Security, Engineering, and People Ops.

What experience level is required for this role?

The role requires 5–7 years in IT Operations or Technical Support roles, ideally supporting technical teams in SaaS, cloud, or AI/ML environments.

What key skills make someone a good fit for this position?

Ideal candidates are systems thinkers who trace dependencies and second-order effects, have strong incident management skills including triage and root-cause analysis, understand compliance controls, communicate clearly to technical and non-technical stakeholders, and are self-directed with a bias to action.

What is the company culture like at Mercor?

Mercor has a small, profitable team that's growing rapidly by hiring exceptional people, with a focus on high performance in a fast-paced environment supporting AI model training for top AI labs.

What makes a strong candidate stand out for this role?

Strong candidates have 5-7 years of IT Operations experience supporting technical teams, excel as systems thinkers with incident management skills, understand compliance, communicate effectively, and demonstrate self-direction and problem-solving beyond typical fixes.

What is the salary or compensation for this position?

This information is not specified in the job description.

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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