{"id":3647684,"url":"https://alion.io/job/mercari-lead-it-support-engineer","title":"Lead IT Support Engineer","company":{"id":914,"name":"Mercari","domain":"mercari.com","url":"https://alion.io/company/mercari","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":87,"open_postings":121,"ghost_share":0.132,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":104,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Crowdstrike","optional":true},{"name":"DLP","optional":true},{"name":"Freshdesk","optional":true},{"name":"Google Workspace","optional":true},{"name":"IAM","optional":true},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"Okta","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true},{"name":"VPN","optional":true},{"name":"Wi-Fi","optional":true}],"status":"live","first_seen_at":"2026-11-02T20:34:57Z","employer_posted_date":null,"last_verified_at":"2026-11-02T20:34:57Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"About Us\n\nMercari 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.\n\nSince 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.\n\nAbout Mercari India\n\nEstablished 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.\n\nOur Culture\n\nTo achieve our mission at Mercari, our organisation and each of our employees share the same values and perspectives.\n\nOur individual guidelines for action are defined by our four values:\n\nGo Bold\nAll for One\nBe a Pro\nMove Fast\n\nOur organisation is also shaped by our four foundations:\n\nSustainability\nDiversity & Inclusion\nTrust & Openness\nWell-being for Performance\n\nRegardless of how big Mercari gets, the culture will remain essential to achieving our mission and something we want to preserve throughout our organisation.\n\nWe 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.\n\nRole Overview\n\nMercari 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)\n\n Practical experience in IT service operations\nAt least 5 years of hands-on experience in corporate IT support or IT service management\nExperience managing onboarding and offboarding processes (device kitting, account provisioning, etc.)\nExperience in IT asset management (PC procurement, inventory management, and lifecycle management)\nPractical experience in device management using MDM (*Mercari primarily uses Jamf and Intune)\nAbility to troubleshoot both hardware and software issues\nExperience operating IAM tools such as SSO and IdP (*Mercari uses Okta)\nExperience managing and operating groupware (*Mercari primarily uses Google Workspace)\nExperience using ticket management systems (ServiceNow, Jira Service Management, Freshdesk, etc.)\nExperience designing IT service operations processes and proposing improvements (requires tailoring solutions to local conditions)\nExperience designing implementation and operational workflows for ticket management systems\nBasic knowledge of office networks (Wi-Fi, VPN, LAN, etc.)\nBasic understanding of endpoint security (EDR, DLP, etc.) (*Mercari uses CrowdStrike, CyberHaven, etc.)\nEnglish: Business-level (Daily communication in English with the Japan IT team and global teams)\nAbility to proactively identify issues and engage relevant stakeholders to drive solutions\nDocumentation skills (ability to create and maintain procedures, knowledge bases, etc., in English)\n\nManagement\n\nExperience managing teams or operators (such as contract employees; in India, this involves managing the work of contract employees and interns)\n\nAutomation and Technical Skills\n\nExperience with automation tools and scripting (Python, Shell, PowerShell, etc.)\nExperience with API integration tools (Mercari uses Workato)\n\nInfrastructure and Security (Advanced)\n\nExperience with physical security infrastructure, such as access control systems and surveillance cameras\nExperience in network design and deployment\nOperational experience in a macOS environment (*Mac is the primary device at Mercari)\n\nOrganizational Skills\n\nExperience providing IT support in multi-site and remote environments\nExperience in vendor management (procurement and contract management)\n\nEducation and Certifications\n\nEducational and certification requirements will be determined in consultation with India HR\nCertification: CCNA, ITIL and CompTIA are considered a plus\n\nRequirements\n\nPrimary Responsibilities\n\nManagement 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)\nOnboarding/Offboarding: Setting up devices for new employees, preparing accounts, and managing the process of retrieving and deactivating devices upon resignation\nIT Asset Management: Device procurement planning, inventory management, and lifecycle management\nAccess Management: Account management for IAM, groupware, and other systems; granting and auditing permissions (in collaboration with Japan IT)\nCommunication Structures: Establishing and operating an inquiry workflow from India employees → India IT → Japan IT\nKnowledge Management: Documenting India-specific IT operational procedures and FAQs\nOperational Improvement: Identifying issues in existing processes, proposing improvements, and promoting phased automation\nReceipt 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\n\nBenefits\n\nEmployment Status : Full-time\n\nWork style: We believe in high performance and professionalism. We work from office for 4-5 days/week\n\nTo 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)\n\nOffice Location : Bangalore","description_format":"text","description_chars":7276,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Secondhand"],"lifecycle":[{"event":"open","at":"2026-11-02T23:09:00Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":104,"reasons":["seen:4","velocity","win:early","comp:brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/mercari-lead-it-support-engineer","json_url":"https://alion.io/job/mercari-lead-it-support-engineer.json","meta":{"generated_at":"2026-11-07T23:35:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":39335,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":914},"rest":"https://alion.io/mcp/rest/get_company?id=914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmercari-lead-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmercari-lead-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmercari-lead-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mercari-lead-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmercari-lead-it-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3647684}},{"tool":"search_jobs","arguments":{"company":"mercari.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3647684},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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