Do you love solving problems and making technology work like magic?

Shorthand exists to empower creative teams to produce and publish beautiful transformative content radically faster. We’ve begun our journey by creating an easy-to-use platform for one of the most creatively and technically demanding use cases on the web — immersive feature stories — and we’re proud to count many of the world’s best known and most discerning publishers, brands, not-for-profits, and universities as loyal customers.

Shorthand is a growing, investor-backed company with customers on every continent (except Antarctica!), and there’s never been a more exciting time to join our band of geeks with art and heart. 

We're looking for a talented Systems Support Engineer to join our Platform Team in Brisbane, Australia.

In this role, you'll be a big part of the Shorthand magic. You'll ensure our systems and IT operations run smoothly and securely, while providing outstanding technical support to our customers. It's a blend of hands-on IT work, system administration, and direct customer interaction.

Here's what makes this role special:

• You'll be an enthusiastic learner, eager to dive in and grow your skills in system administration, IT operations, and technical support.
• You'll work closely with a supportive team across engineering, customer support, and customer success to tackle challenges and solve problems together.
• You'll have the opportunity to delve into new technologies while ensuring the seamless operation of existing systems.

Here's a glimpse of what you'll do:

• Collaborate with the team to quickly resolve customer issues related to web hosting, CMS integration, SEO, and more.
• Become an expert in some of our key systems, including Jamf Pro/Connect/Protect, CrowdStrike, Google Workspace, and AWS.
• Help us automate and streamline our global remote IT operations, including Apple Mac management.
• Contribute to our AWS Infrastructure-as-Code initiatives and keep our systems secure.
• Assist with audits and compliance activities for SOC2, ISO27001, and FedRAMP.
• Become a Shorthand expert, especially when it comes to our publishing options and our integrations with WordPress, Drupal, and Shorthand Embed.
• Report bugs and help create helpful support content like documents and blog posts.
• Lend a hand with QA and testing to ensure a smooth user experience.

We're looking for someone who:

• Thrives in macOS and Linux environments, bash scripting, and networking, and has a knack for problem solving.
• Is a quick learner with a passion for mastering new tech.
• Can stay calm under pressure, prioritise tasks effectively, and has a keen eye for detail.
• Enjoys collaborating with a diverse, remote team, and has a drive for excellence.
• Has a background in web application debugging (HTML, CSS, JavaScript).

Bonus points if you have:

• Experience with Mobile Device Management systems like Jamf Pro.
• Experience in any customer-facing role.
• A relevant qualification, or the ability to demonstrate your passion for system administration and tech.
• Experience working in a startup environment.
• Experience working remotely.
• A love for writing, visual communication, and storytelling.
• An AWS certification.

Why work for us?

We offer:

• Options for working your way: fully remote working, flexible hours, and an allowance for a co-working space if you prefer.
• True autonomy, with freedom to own and grow the role you occupy.
• The opportunity to work in a growing SaaS company that is still small enough that you can make a real impact.
• An allowance for setting up your home office, a laptop, and any peripherals you need to do your job.
• An Employee Option Plan for all team members.
• A Health and Wellness fund to support your healthy lifestyle, as well as access to coaching and counselling services.
• Paid parental leave if you are growing your tribe.

We're building a high-performing engineering team where brilliance meets collaboration. Our team thrives on a vibrant mix of talent, including talented women in leadership roles and across all levels of seniority. Alongside colleagues from various backgrounds, nationalities, and age groups, this blend of perspectives fuels innovation and fosters a truly inclusive environment where everyone's voice is heard and valued.

The base salary range for this position is $95,000 - $110,000 AUD. Base salary ranges are determined by multiple factors unique to each candidate, including but not limited to skills and local market benchmarks.

Shorthand’s interview process

We value direct communication here at Shorthand and want to be transparent on how we hire. Our process involves:

1. An initial Zoom screen: You’ll have an informal Zoom meeting with the hiring manager to discuss your background, the role, and what led you to apply.
2. A work task: We’ll ask you to complete a take-home task, similar to the work you’ll be doing in the role, using our software platform. This should take approximately 2-4 hours. This helps you to develop familiarity with our platform ahead of meeting with the hiring panel and helps us to verify that you’d be a great fit for the role.
3. Interviews: You’ll have interviews with the hiring panel over Zoom. This means you’ll typically get to meet another 3 people from Shorthand, including our CEO.
4. Final checks: The successful candidate will undergo a reference and police check prior to us sending the final employment agreement. 

Our workplace is 100% distributed and all interviews are conducted virtually. Please let us know of any reasonable accommodations you may need during the interview process.

Ready to join the Shorthand team? Let's chat!

This role is for Brisbane-based applicants only.