Customer Support Technical Operations Manager Jobs

Mercury

Location:
United States; Canada, San Francisco ▼
New York
Portland
Remote

Category:
IT - Administration

Contract Type:
Not provided

Salary:

168900.00 - 211100.00 USD / Year

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Job Description:

We’re looking for a Technical Operations Manager to build and lead the team behind the systems, tools, and processes that power Mercury’s Customer Support organization. This is a newly created role within our Customer Support Strategy & Operations group, focused on transforming TechOps from maintenance mode into a strategic, scalable function. You’ll define the team’s charter, set its roadmap, and bring structure to how Support leverages technology - from AI and automation to ticketing systems & data integrations. In this role, you’ll balance technical fluency with operational design, connecting dots between Engineering, Product, and Support to ensure our systems run smoothly today while laying the groundwork for what’s next. Ultimately, you’ll help shape how technology enables Customer Support at Mercury.

Job Responsibility:

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

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

Nice to 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

What we offer:

base salary
equity (stock options)
benefits

Additional Information:

Job Posted:
December 10, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Support Technical Operations Manager