TechOps Advisor

About the Role:

• Merit America's learners rely on a handful of platforms to move through their programs, and the TechOps Advisor is the first line of response.
• You'll triage incoming tickets, resolve what you can, and escalate the rest with enough context to close it fast.
• This is a new role created to extend coverage into evenings and weekends when the core team is offline.

What You'll Do:

• Triage and resolve Tier 1 tickets in Intercom, escalating with clear repro steps and affected accounts.
• Support learners in Slack with access, login, enrollment, and navigation questions.
• Upload and enroll learners across Coursera, Slack, and Canvas, verifying rosters and confirming enrollments landed.

What You Bring:

• Hands-on experience with an LMS and learner-facing platforms including user management, permissions, and enrollments.
• Comfort with Intercom or a comparable ticketing tool, and Google Sheets for roster and bulk-upload work.
• Solid troubleshooting instincts around accounts, permissions, and access, plus clear communication for non-technical folks.