Lead IT Support Engineer

About Us

Mercari is a Japan-based C2C marketplace company founded in 2013 with the mission to Create value in a global marketplace where anyone can buy & sell. From being the first tech unicorn from Japan before its IPO in 2018 we have come a long way towards becoming a global player and continuously and diligently work towards our transformation journey with a strong focus on our mission.

Since its inception, Mercari Group has worked to grow its services, investing in both our people and technology. Over time, Mercari has expanded from being the top player in the C2C marketplace in Japan to new geographies like the U.S. We have also successfully launched new businesses such as Merpay, which is a mobile payment service platform with a vision to create a society where anyone can realise their dreams through a new ecosystem centered not only on payment service but also on credit. Today, Mercari Group is made up of multiple subsidiary businesses, including logistics, B2C platform, blockchain, and sports team management.

About Mercari India

Established in Bangalore in 2022, Mercari India serves as a crucial technology hub for the Mercari Group. Leveraging the rich and diverse tech talent in India, we primarily collaborate closely with our development hub in Japan to drive engineering development for Mercari's applications. Having grown to an organization of approximately 80 members over about three years since its inception, Mercari India aims to evolve into an even stronger engineering organization that spearheads technological innovation for the entire group. This will be achieved by further enhancing our engineering capabilities and promoting AI initiatives that reflect India's cutting-edge technology and knowledge.

Our Culture

To achieve our mission at Mercari, our organisation and each of our employees share the same values and perspectives.

Our individual guidelines for action are defined by our four values:

• Go Bold
• All for One
• Be a Pro
• Move Fast
  
  

Our organisation is also shaped by our four foundations:

• Sustainability
• Diversity & Inclusion
• Trust & Openness
• Well-being for Performance
  
  

Regardless of how big Mercari gets, the culture will remain essential to achieving our mission and something we want to preserve throughout our organisation.

We invite you to read the which summarizes the behaviours and mindset shared by Mercari and its employees. We continue to build an environment where all of our members of diverse backgrounds are accepted and recognised, and where they can thrive while holding dear to Mercari's culture.

Role Overview

Mercari India is looking for an India IT Support Engineer to build and lead a self-sufficient IT operations function for our Bangalore office. Currently, India IT operations rely heavily on our Japan IT team; this role will receive structured knowledge transfer from Japan and grow into the primary decision-maker for IT service delivery in India, gradually moving toward an autonomous, lean operating model.2. Endpoint/Device Management3. SaaS / Cloud Tool Operations4. Design and improvement of operational processes5. Fundamentals of Infrastructure and Security6. Communication and Self-RelianceNice to Have (Preferred Qualifications)

• Practical experience in IT service operations
• At least 5 years of hands-on experience in corporate IT support or IT service management
• Experience managing onboarding and offboarding processes (device kitting, account provisioning, etc.)
• Experience in IT asset management (PC procurement, inventory management, and lifecycle management)
• Practical experience in device management using MDM (*Mercari primarily uses Jamf and Intune)
• Ability to troubleshoot both hardware and software issues
• Experience operating IAM tools such as SSO and IdP (*Mercari uses Okta)
• Experience managing and operating groupware (*Mercari primarily uses Google Workspace)
• Experience using ticket management systems (ServiceNow, Jira Service Management, Freshdesk, etc.)
• Experience designing IT service operations processes and proposing improvements (requires tailoring solutions to local conditions)
• Experience designing implementation and operational workflows for ticket management systems
• Basic knowledge of office networks (Wi-Fi, VPN, LAN, etc.)
• Basic understanding of endpoint security (EDR, DLP, etc.) (*Mercari uses CrowdStrike, CyberHaven, etc.)
• English: Business-level (Daily communication in English with the Japan IT team and global teams)
• Ability to proactively identify issues and engage relevant stakeholders to drive solutions
• Documentation skills (ability to create and maintain procedures, knowledge bases, etc., in English)
  
  

Management

• Experience managing teams or operators (such as contract employees; in India, this involves managing the work of contract employees and interns)
  
  

Automation and Technical Skills

• Experience with automation tools and scripting (Python, Shell, PowerShell, etc.)
• Experience with API integration tools (Mercari uses Workato)
  
  

Infrastructure and Security (Advanced)

• Experience with physical security infrastructure, such as access control systems and surveillance cameras
• Experience in network design and deployment
• Operational experience in a macOS environment (*Mac is the primary device at Mercari)
  
  

Organizational Skills

• Experience providing IT support in multi-site and remote environments
• Experience in vendor management (procurement and contract management)
  
  

Education and Certifications

• Educational and certification requirements will be determined in consultation with India HR
• Certification: CCNA, ITIL and CompTIA are considered a plus
  
  

Requirements

Primary Responsibilities

• Management of the IT Service Desk: Overseeing first-line support provided by contract employees and making decisions regarding escalations (the role involves providing guidance and instructions rather than handling first-line support directly)
• Onboarding/Offboarding: Setting up devices for new employees, preparing accounts, and managing the process of retrieving and deactivating devices upon resignation
• IT Asset Management: Device procurement planning, inventory management, and lifecycle management
• Access Management: Account management for IAM, groupware, and other systems; granting and auditing permissions (in collaboration with Japan IT)
• Communication Structures: Establishing and operating an inquiry workflow from India employees → India IT → Japan IT
• Knowledge Management: Documenting India-specific IT operational procedures and FAQs
• Operational Improvement: Identifying issues in existing processes, proposing improvements, and promoting phased automation
• Receipt of Knowledge Transfer (KT) from Japan IT and Adoption within India: Systematically receive operational knowledge, tool configurations, and processes from Japan IT, and deploy and embed them within the India team
  
  

Benefits

Employment Status : Full-time

Work style: We believe in high performance and professionalism. We work from office for 4-5 days/week

To build a strong & highly-engaged organization in India, we highly encourage everyone to work from our Bangalore office, especially during the initial office setup phase We will continue to review and update the policy to address future organizational needs)

Office Location : Bangalore