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.