IT Support Specialist - AI Trainer

Mercor · New York, NY

Hybrid
Part-time
$75,000 / year
New York, NY

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Job highlights

Design IT and back-office support workflows.
Grade agent performance on complex scenarios.
Develop challenging scenarios for AI training.
Requires 3+ years of relevant experience.
Remote contract role with flexible pay.

About the role

About The Job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.

Position: IT & Back Office Expert

Type: Contract

Compensation: $35–$75/hour

Location: Remote

Role Responsibilities

Design realistic, end-to-end support workflows for IT and back-office operations.
Grade agent performance in handling complex scenarios across IT support, customer support, HR operations, and facilities.
Build challenging scenarios in IT support like helpdesk triage, access provisioning, and device setup.
Develop scenarios for customer support, including ticket triage and escalation routing.
Create HR operations scenarios such as PTO inquiries and benefits enrollment.
Work independently on long sessions of focus to improve AI model performance.

Qualifications

Must-Have

3+ years in IT helpdesk, customer support, HR operations, or admin/facilities support.
Working fluency in at least two of: ticket triage (ServiceNow, Jira, Zendesk), access management and SSO, HR systems (Workday, BambooHR).
Comfortable with support artifacts: tickets, runbooks, escalation memos, KB articles, HR case notes.
Clear written communication; articulate reasoning and decisions step by step.
Drawn to long-horizon, challenging problem sets.

Compensation & Legal

Hourly contractor
Strong contributors promoted based on task quality and throughput.

Application Process (Takes 20–30 mins to complete)

Upload resume
AI interview based on your resume
Submit form

Resources & Support

For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome

For any help or support, reach out to: support@mercor.com

PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.

#hiringmercor

Key skills/competency

IT Helpdesk
Customer Support
HR Operations
Facilities Support
Ticket Triage
Access Management
AI Training
Workflow Design
Problem Solving
Communication Skills

Skills & topics

IT Support
AI Trainer
Helpdesk
Customer Support
HR Operations
Jira
Zendesk
ServiceNow
Access Management
Remote

How to get hired

Customize your resume: Highlight your 3+ years in IT helpdesk, customer support, HR operations, or admin/facilities support, emphasizing ticket triage, access management, or HR systems.
Prepare for the AI interview: Be ready to discuss your experience with support artifacts like tickets, runbooks, and KB articles, and articulate your reasoning clearly.
Showcase problem-solving skills: Emphasize your ability to handle complex scenarios and your comfort with long-horizon, challenging problem sets in your application and interview.
Understand Mercor's mission: Familiarize yourself with Mercor's focus on connecting technical talent with AI research labs to align your application with their goals.
Complete all steps: Ensure you upload your resume and complete the AI interview as per the instructions to be considered.

Technical preparation

Master ticket triage systems like Jira or Zendesk.,Practice access management and SSO procedures.,Familiarize with HR systems like Workday.,Document support workflows and KB articles.

Behavioral questions

Describe a complex IT support scenario you handled.,How do you articulate decisions step by step?,How do you approach long-horizon problem sets?,How do you grade performance in complex scenarios?

Frequently asked questions

What is the application process for the IT Support Specialist AI Trainer role at Mercor?: The application process for the IT Support Specialist AI Trainer role at Mercor involves uploading your resume, completing an AI interview based on your resume, and submitting the form. The total process typically takes 20-30 minutes. Mercor reviews applications daily, so prompt completion is advised.
What are the key technical skills required for the IT Support Specialist AI Trainer position at Mercor?: For the IT Support Specialist AI Trainer role at Mercor, you'll need working fluency in at least two of the following: ticket triage (ServiceNow, Jira, Zendesk), access management and SSO, or HR systems (Workday, BambooHR). Experience with support artifacts like tickets, runbooks, and KB articles is also crucial.
Is the IT Support Specialist AI Trainer role at Mercor remote?: Yes, the IT Support Specialist AI Trainer role at Mercor is a remote position. This allows flexibility in where you work, provided you can meet the job responsibilities effectively.
What is the compensation for the IT Support Specialist AI Trainer role at Mercor?: The compensation for the IT Support Specialist AI Trainer role at Mercor is hourly, ranging from $35 to $75 per hour. Strong contributors may see opportunities for promotion based on task quality and throughput.
What kind of scenarios will an IT Support Specialist AI Trainer be designing at Mercor?: As an IT Support Specialist AI Trainer at Mercor, you will design and grade performance on scenarios related to IT helpdesk triage, access provisioning, device setup, customer support ticket triage, HR operations (like PTO inquiries and benefits enrollment), and facilities support.
How long does the AI interview take for the IT Support Specialist AI Trainer position at Mercor?: The AI interview is part of an overall application process that takes 20-30 minutes to complete. While the exact duration of the AI interview is not specified, it is integrated into this time frame.
What kind of background is Mercor looking for in an IT Support Specialist AI Trainer?: Mercor is seeking individuals with at least 3 years of experience in IT helpdesk, customer support, HR operations, or admin/facilities support. They value clear written communication and individuals drawn to solving complex, long-horizon problems.