IT Operations Engineer

Job description

In the time it takes you to read this job ad, around 200 new accounts will have signed up to Linktree.


About The Job

As the first IT Operations Engineer on the IT & Corporate Engineering team, you’ll be responsible for support of our team as well as the day-to-day operations of our corporate infrastructure at Linktree. This is all about support, and it’s an internal role, supporting the corporate business and Linktree employees. You’re passionate about support — our customers are the folks that build the product, support customers, and run the business. You thrive on variety, from troubleshooting an iPhone app, to finding the right cable, to learning how to admin a new system, and all while being happy to help with issues that pop up. We have a ton of work to do, so you’re keen to help find areas to jump in and improve.


Some Of What You’ll Do

  • You will be customer-facing, and the first line of support; you own support, and you are passionate about providing an outstanding support experience to our employees -- via #Slack, email, tickets and in-person.
  • We’re all Mac. You are a pro at troubleshooting, using the terminal, and making macOS work in the enterprise.
  • You’ll help with on-site work at our HQ in Melbourne, including office builds, moves, or logistics work, and you’ll provide in-person support (when and where it’s safe to do so.)
  • You’ll design, test, build, and document programs and policies and tools, and contribute improvements to existing knowledge with your experience and background.
  • You’ll support and manage SaaS applications — Dropbox, Google Workspace (GSuite), Slack, 1Password, Notion, etc.
  • You will work with and manage Mac endpoint and mobile device management tools -- MDM, EMM, etc.
  • You’ll own and contribute to improvements on IDP and SSO tools (GSuite, Okta, etc.)
  • You’ll detail your solutions, craft help articles and automate busywork.
  • Manage, respond to, and fix critical incidents and issues as needed, through to completion.
  • You’re okay with some on-call and after hours work (rarely, and only when absolutely unavoidable. We mean it.)
  • You’re comfortable juggling help desk tickets and can effectively prioritise them.
  • You'll work on projects over sprints, and detail your work in tools like Asana (you’re experienced with agile methods and sprints).
  • You’ll set and work to your own OKRs with minimal direction, and can align them to the team and the company goals.

Requirements

What You Bring

Everyone in IT comes from a different background or experience. We’d love to meet you if you’ve got most of the following experience:

  • 2+ years in a regional or global role with international offices (such as an IT lead for an office.)
  • You’ve provided remote support to people in multiple countries, across time zones, and you’re familiar with shipping and receiving hardware and customs.
  • Unusually great communication skills across all media - you can make your ideas clear, and you can help people who might be frustrated or time poor without losing your cool.
  • You write very well, whether it’s in tickets, email or #slack. You write in a clear, friendly, and concise manner, and are sensitive to different cultures.
  • A desire to provide a magical experience for others - when they win, you win.
  • You take security seriously, and you know what 2FA is.
  • You understand networking fundamentals and basic troubleshooting — TCP/IP, DNS, DHCP, VLANs, routing and switching.
  • You must be able to competently and demonstrably know the troubleshooting steps and layers of the OSI model -- you know how to methodically troubleshoot problems without wasting someone’s time.
  • You can self-manage, and can accurately scope your project, priorities, and work across multiple teams. Strong organisational and task-management skills are critical.
  • You’re comfortable dealing with ambiguity, and sometimes making the right decision without all the data.
  • You’re in Australia; ideally in Melbourne, but Sydney is cool too.

Nice to Haves

  • You’ve had experience in a startup or tech company; this is controlled chaos and you thrive in it.
  • Some familiarity with GCP or AWS (you won’t need certs, but you will have used these environments a bit.)
  • You’ve used tools like BetterCloud or GAM and command-line interfaces to do lots of work with less effort.
  • You’ve worked in a remote environment before.

Finally – don’t have everything on this job description, but you think your experience is a great match? Go ahead and apply - tell us why you’re a great fit!


Our Culture

We hire with a people-first approach, so more importantly as a human, you will be collaborative, curious, enjoy solving complex problems and have empathy for the growing pains of a rapidly scaling startup.


Linktree's company culture and values are based around collaboration, diversity, inclusion, and flexibility. Those are all nice words but to give you some more specific examples:


  • We are a family-friendly and flexible work environment with our team with a number of our team working hours around school and home commitments.
  • We have a paid 18-week parental leave policy that is inclusive of birth and non-birthing parents and supports the whole parenting lifecycle
  • We have several diversity and inclusion initiatives underway, including a D&I council, training for all team members on neurodiversity, unconscious bias, and the incorporation of a transgender inclusion policy.
  • Our team is diverse across age, gender, and race and we are very proud of that.
  • All Linktree team members work either fully remote or a hybrid remote and in-office sometimes and that will continue even when COVID is behind us
  • We prioritise our team's mental health, with all employees have free access to Smiling Mind & Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
  • All Linktree team members receive $1000 AUD towards setting up their work from home space


The Linktree story:

The Linktree journey begins in 2016 when co-founders Alex, Anthony and Nick were running a digital agency and using Instagram to make announcements about the artists they managed. Created as a side hustle to solve a simple problem, Linktree has well outgrown its roots, with over 18 million users worldwide, 30,000 + new signups every day, and around a billion pageviews per month. Paired with rapid growth, Linktree has recently garnered much attention in the tech world, earning 4th place on Fast Company's "10 most innovative social media companies of 2020".


In March 2021, Linktree raised $45 million in Series B Funding led by Index Ventures and Coatue on top of our Series A with Insight Partners and AirTree. The funding will be used to expand headcount globally, develop product features and go towards making Linktree the best possible place to work for our team.


The Linktree audience is broad, spanning publications, artists, celebrities, fashion and beauty influencers, YouTube stars, sports teams and household brands, right the way through to individuals with a side hustle and micro-influencers. Linktree subscribers include TikTok, Facebook, ClassPass, Patreon, Zapier, Katy Perry, Selena Gomez, Pharrell, Jamie Oliver, HBO, Red Bull, Adult Swim, Cara Delevingne, Comedy Central, Gordon Ramsay, Billabong…and many more!