IT and Cloud Support Tech

Dovetail is the Customer Intelligence Platform for the entire organization. We unify fragmented feedback from every touchpoint, including sales calls, support tickets, and research, into a single AI-powered intelligence layer that empowers every team to build, sell, and serve with confidence. Founded in 2017, we are a team of 100+ across our offices in Sydney and San Francisco, working with thousands of teams from Fortune 500 companies to the world’s most innovative startups.

The best never guess. We help teams turn the noise of thousands of customer interactions into the signal required to move faster, prioritize better, and drive revenue.

The role

We're looking for an IT and Cloud Support Tech to join our engineering team. This role blends traditional IT support with hands-on exposure to cloud infrastructure - ideal for someone who wants to grow beyond helpdesk work into systems and cloud engineering. Please note this is a full-time in person-first role (in office 4 days a week), working from our Surry Hills HQ.

You'll own our internal IT operations: onboarding and offboarding staff, managing devices through MDM, keeping our network and AV running smoothly, and being the go-to person when something breaks. Alongside this, you'll support our platform engineers with AWS cloud operations - managing access, supporting deployments, troubleshooting infrastructure issues, and helping keep our cloud environment healthy.

This role brings with it an exciting variety of work. One hour you might be configuring SSO for a new vendor; the next you're investigating why a Lambda function is timing out. If you're an IT professional who's curious about cloud infrastructure and wants to develop those skills while working alongside experienced engineers, this is the role for you.

What you'll do

IT operations and support

• Manage employee onboarding and offboarding, including device provisioning, account setup, and access management

• Own our MDM platform (Kandji/Iru) and ensure our Mac fleet is secure, up-to-date, and well-configured

• Configure and maintain SSO/SAML integrations for SaaS vendors

• Troubleshoot internal technical issues across devices, operating systems, and networks

• Manage office infrastructure including networking equipment, WiFi, and multi-site WAN connections across our Sydney and San Francisco offices

• Look after meeting room AV equipment and maintain relationships with hardware vendors

• Maintain an inventory of tools and systems, identifying opportunities for consolidation and cost savings

Cloud support (under guidance from platform engineers)

• Manage IAM users, roles, and access policies in AWS

• Support deployment pipelines and help engineers troubleshoot access or environment issues

• Assist with basic infrastructure troubleshooting - investigating logs, checking service health, diagnosing connectivity problems

• Monitor cloud costs and flag anomalies

• Help maintain documentation for cloud infrastructure and runbooks

Growth and collaboration

• Work cross-functionally with security, engineering, and operations teams

• Contribute to shaping IT and cloud practices as the company grows

• Develop your cloud engineering skills with mentorship from experienced platform engineers

Your background

• You have solid IT fundamentals. You've supported end users, managed devices, and troubleshot network issues. Experience with Mac environments and MDM tools (Kandji, Jamf, or similar) is a plus.

• You have some exposure to cloud infrastructure. You don't need to be an AWS expert, but you should understand the basics - what EC2, S3, IAM, and Lambda are, and ideally have done some hands-on work in a cloud environment. Formal certifications aren't required, but a demonstrated interest in learning cloud technologies is.

• You're a natural troubleshooter. You enjoy diagnosing problems methodically, whether it's a laptop that won't connect or a service that's throwing errors. You ask good questions and don't give up easily.

• You communicate clearly. You can explain technical issues to non-technical colleagues without condescension, and you're comfortable asking for help when you need it.

• You're proactive and organised. You don't wait to be told what to do. You spot problems before they become urgent and keep track of multiple threads without dropping balls.

• You want to grow. You're excited about developing cloud and systems engineering skills, not just doing IT support forever. You see this role as a stepping stone and you're prepared to put in the work to learn.

Why you'll love it here

We hire smart people and look after them well! Here's the deal:

📈 Equity for everyone. Competitive base salary plus options, so every builder is aligned on long-term impact.

🏢 A place to do your best work, wherever you are. Our Sydney office is built for in-person first collaboration. Our US team runs on a flexible remote setup. Either way, you've got what you need.

🤝 Built in connection. Join a Doveclub, bond with your team regularly, and celebrate the small wins, big milestones, and cultural moments with the whole company.

📚 Learn and thrive. Flexible L&D and wellness benefits, choose between a generous $3000 L&D allowance, or up to $1000 on wellness.

🌴 Time to recharge. Four weeks of accrued leave, floating public holidays, and gifted bonus Kit Kat days sprinkled throughout the year.

🌍 Four weeks from anywhere. Up to four weeks a year doing your job from anywhere in the world. Split it up or use it all at once.

🍼 Generous parental leave. We offer 20 weeks for primary caregivers, 12 weeks for secondary caregivers, plus return-to-work support.

🎉 Four weeks at four years. Four years is a long time in tech, and we value loyalty. Take an additional four weeks off to reset and recharge.

🩺 Stellar US benefits. Comprehensive health, dental, vision, 401(k), and more through Sequoia.

At Dovetail, we're building a place where every team member feels supported and valued. We celebrate individualism and want you to show up as your authentic self every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an underrepresented group.

On AI: We expect candidates to already be embedding AI into their day-to-day work. We look for people who are thoughtful and pragmatic in how they use AI - knowing when to leverage it, how to direct it effectively, and how to apply it to improve the quality, speed, and impact of their work.