IT & Back Office Expert

What you'll do

Mercor is partnering with leading AI labs to advance frontier agent evaluations in IT and back-office operations. As an IT & Back Office Expert, you'll design realistic, end-to-end support workflows that today's best models still struggle with, then grade how agents handle them. Expect to build scenarios across IT support (helpdesk triage, access provisioning, password resets, device setup, software and license management, incident escalation), customer support (tier 1 ticket triage, knowledge base articles, escalation routing, refund and exception handling), HR operations (PTO and benefits inquiries, onboarding and offboarding, benefits enrollment, leave requests, HRIS updates), and facilities and admin (service request tickets, expense reports, travel booking, meeting coordination, document filing). These scenarios will be challenging and take long sessions of focus.

What you'll do

Who we're looking for

Compensation

What you'll do Mercor is partnering with leading AI labs to advance frontier agent evaluations in IT and back-office operations. As an IT & Back Office Expert, you'll design realistic, end-to-end support workflows that today's best models still struggle with, then grade how agents handle them. Expect to build scenarios across IT support (helpdesk triage, access provisioning, password resets, device setup, software and license management, incident escalation), customer support (tier 1 ticket triage, knowledge base articles, escalation routing, refund and exception handling), HR operations (PTO and benefits inquiries, onboarding and offboarding, benefits enrollment, leave requests, HRIS updates), and facilities and admin (service request tickets, expense reports, travel booking, meeting coordination, document filing). These scenarios will be challenging and take long sessions of focus. Who we're looking for 3+ years in IT helpdesk, customer support, HR operations, or admin / facilities support at a mid-to-large company Working fluency in at least two of: ticket triage (ServiceNow, Jira, Zendesk), access management and SSO, HR systems (Workday, BambooHR), benefits administration, knowledge base management, procurement and expense systems Comfortable reading and producing support artifacts: tickets, runbooks, escalation memos, KB articles, HR case notes Clear written communication; able to articulate reasoning and decisions step by step Drawn to long-horizon, challenging problem sets rather than one-off microtasks Compensation $35–$75/hr depending on domain depth and prior experience. Strong contributors are promoted based on task quality and throughput. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.

• 3+ years in IT helpdesk, customer support, HR operations, or admin / facilities support at a mid-to-large company
• Working fluency in at least two of: ticket triage (ServiceNow, Jira, Zendesk), access management and SSO, HR systems (Workday, BambooHR), benefits administration, knowledge base management, procurement and expense systems
• Comfortable reading and producing support artifacts: tickets, runbooks, escalation memos, KB articles, HR case notes
• Clear written communication; able to articulate reasoning and decisions step by step
• Drawn to long-horizon, challenging problem sets rather than one-off microtasks