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Customer Support Technical Operations Manager

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Mercury

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Location:
United States; Canada , San Francisco ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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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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