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TechOps Advisor

Remote

The Organization:  Merit America

The American economy is broken. Today 53 million working adults–nearly half of the U.S. workforce–do not earn a living wage. And these talented workers have few options to advance: college is too long and expensive, full-time bootcamp programs don’t offer enough flexibility, and online courses don’t have the structure or support to translate learning into a new career. The result? Talented workers, disproportionately people of color and women, get stuck in low-wage roles with no way to build a better life for themselves and their families.

Merit America is a national nonprofit that creates pathways to family-sustaining careers for Americans stuck in low-wage work. Our fast, flexible solutions are built for working adults: We start by analyzing tens of millions of job postings to identify in-demand, high-paying tech careers and then work with industry-recognized partners to train for these roles with part-time programs that combine flexible online learning with best-in-class coaching. Finally, we support our learners in their job search, helping them connect with a broad constellation of local and national employers such as JPMorgan Chase and Infosys to land higher-earning, family-sustaining jobs, driving an average wage gain of $24k three months or more after completing the program. Merit America is on a mission to build a scalable pathway for workers to join the middle class through merit, not money. We’re on track to generate $1B in wage gains by 2025.

TechOps Advisor (Contractor)
 Part-time contract (sole proprietor) · Remote, U.S. · 20 hrs/week · $30/hour · ASAP through 12/31/26

About the role

Merit America's learners rely on a handful of platforms — Canvas, Coursera, and Slack — to move through their programs. When something breaks or someone can't get in, progress stops.

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. You'll also handle routine platform work: learner uploads, enrollments, account provisioning, and cohort close-out.

This is a new role, created to extend TechOps coverage into evenings and weekends when the core team is offline. You'll work closely with our Senior Technology Systems Administrator, who owns platform standards and escalation paths.

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
  • Cover the internal TechOps help channel during assigned windows and hand off open items cleanly
  • Upload and enroll learners across Coursera, Slack, and Canvas — verifying rosters and confirming enrollments landed
  • Run scheduled 1:1 sessions with learners on persistent platform issues
  • Document recurring issues and flag gaps in existing guides

What you bring

  • Hands-on experience with an LMS and learner-facing platforms — Canvas, Coursera, Slack preferred — 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 the judgment to escalate rather than experiment
  • Ability to follow documented SOPs and QC criteria consistently
  • Clear communication, including explaining technical steps plainly to non-technical folks
  • Comfort on camera in Zoom for 1:1s

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