IT Operations Analyst - Australia
Melbourne
Operations /
Full-time /
Hybrid
About QSIC
QSIC is reinventing in-store audio. We use Audio, Intelligence (AI) and Creativity to redefine the value of in-store audio and drive growth for retailers and brands. Our story began in Australia over a decade ago with a love for music and a simple purpose: to create value that others can’t see. We sought to bring that to life through exceptional audio experiences, so we built the leading intelligent in-store audio platform for retailers and brands. At QSIC, in-store audio has never been just “background noise.” Audio has the power to change the atmosphere, spark emotion and shift the atmosphere. When it’s seamlessly woven into an in-store experience, it doesn’t just play – it connects. It engages shoppers without distracting them, influences decisions where it matters most, and elevates the entire shopping journey. Today, QSIC technology powers thousands of stores across three continents, reaching over 100 million shoppers each month.
- QSIC’s Ad Platform removes the friction of ad production, and instantly creates targeted, brand-aligned messaging with AI. Advertisers can use our Planning solution to eliminate guesswork by having their messages dynamically placed in the market - at the right time, for maximum impact. Every ad play is recorded and verified, providing unprecedented transparency.
-QSIC’s In-Store Audio solutions deliver intelligent, scalable and personalised playlists to match brand identities, and automated volume control to adjust for every moment!
- QSIC Intelligence provides enhanced targeting, and predicts the right message for every moment using our data-driven insights. The QSIC Intelligence solution includes performance analytics and self-service reporting.
Our motivation is to create value that others don’t see. Our promise is to use audio, intelligence and relentless dedication to transform spaces and deliver results. We have team members based in Australia, the United States and Mexico, and received Series B funding in January 2025. We’re just getting started!
About the role
QSIC is looking for a Technical Support Engineer (IoT Operations) to join our rapidly scaling APAC Operations team. Reporting to the Head of Operations (APAC), you'll be at the coalface of our IoT fleet management in APAC, working directly with cutting-edge audio hardware, global clients, and across the QSIC business. This isn't your typical Operations role - you'll be identifying patterns, building solutions, and shaping how we scale globally.
This is a critical position at the heart of QSIC’s Support Operations, and you will perform a variety of interesting work - from deep-dive troubleshooting, mentoring Operations team members, and becoming a Technical SME supporting external customer strategy sessions. You’ll be part detective, part engineer, and part fortune teller (spotting issues before they occur)! QSIC customers include 7-Eleven, Reddy Express, Coles Liquor Group and McDonald's, whose IoT infrastructure you'll help maintain and optimise. You'll be someone who thrives in a fast-paced technology environment and is seeking to grow with a company that's transforming retail experiences globally. This is a fulltime, permanent role in Melbourne, and is required to attend the office (Abbotsford) 2-3 days per week.
What You'll Do
Technical Operations & Infrastructure Management
- Monitor and maintain IoT device fleets across multiple regions using Datadog, AWS IoT Core, and AWS CloudWatch to ensure optimal performance for our global retail customers.
- Perform hands-on QA testing of hardware devices including diagnostics and edge-case replication to maintain QSIC's high standards of audio delivery.
- Conduct deep-dive log analysis to identify patterns and predict failures before they impact customers, ensuring seamless in-store audio experiences.
- Execute network troubleshooting across VLANs, VPNs, and multi-region infrastructure to support our expanding global operations.
Client Collaboration & Technical Communication
- Run technical meetings with prospective enterprise clients to understand their environment and ensure optimal QSIC platform integration.
- Translate client feedback into actionable development tickets with clear reproduction steps, facilitating rapid resolution of action items.
- Collaborate with engineering teams on incident response and root cause analysis to continuously improve system reliability.
- Present trend analysis and recommendations to internal stakeholders, contributing to strategic decision-making.
- Work closely with QSIC’s Business Development team to provide technical expertise during client discussions and implementation planning.
Innovation & Process Automation
- Develop scripts and tools to automate repetitive support tasks, increasing team efficiency and reducing response times.
- Create comprehensive technical documentation and runbooks for offshore resources, enabling knowledge sharing and consistent service delivery.
- Contribute to monitoring strategy and alerting rules to proactively identify and resolve potential issues.Identify opportunities for product improvements based on support patterns and client feedback, directly influencing QSIC's product roadmap.
Additional Responsibilities
- Support Engineering team members on cross-functional projects as required.
- Stay updated on IoT industry trends, infrastructure best practices, and emerging technologies relevant to retail audio solutions.
-Continuously seek opportunities for process improvement and innovation to support QSIC's global scaling objectives.
About You
Experience
You must have:
- Comfort with Linux CLI - Linux is QSIC’s OS for its hardware products
- Knowledge of basic networking fundamentals including TCP/IP, DNS, and VLANs for multi-region infrastructure management.
- Natural curiosity and pattern-recognition skills to identify trends and prevent issues before they impact clients.
- Previous client-facing technical experience.
- Demonstrated ability to context-switch effectively while maintaining attention to detail across multiple concurrent projects.
- Clear technical communication skills with the ability to explain complex issues to both technical and non-technical stakeholders.
- Experience working on a wide range of technical problems and the confidence to evaluate and solve these independently, knowing when to seek support.
- Previously been involved in technical discovery conversations (phone, email, in person) with clients or internal stakeholders.
- A passion for building new ways of working and creating efficiencies in technical operations.
- The ability to work with team-mates and clients located across multiple timezones.
- Full, unrestricted work rights for Australia (unfortunately we are unable to offer immigration assistance for this position).
Bonus points if you have:
- Basic scripting experience for troubleshooting and automation tasks (Bash/Python).
- Familiarity with infrastructure analytics platforms to create reports and dashboards (Datadog, Databricks, Kibana, Cloudwatch etc.)
- Exposure to Cloud infrastructure management platforms (AWS, Intune).
- A focus on observability over monitoring, understanding system behaviour through distributed tracing and correlation skills.
- Passion for learning about emerging technologies and industry trends that could benefit QSIC's platform evolution.
Our Values
- Honesty First: Keep it real, mate. We celebrate frank communication that is direct, open, respectful, and fair. We choose honesty over getting it “perfect” every time.
- Invent Solutions: Roll up your sleeves. We see a problem and don’t dwell on it but rather - we understand it, we own it, we solve it. We don’t see a wall, but a hurdle ready for us to take.
- Learn Everyday: Soak it up. We have a genuine insatiable curiosity and never take ourselves too seriously.
- One Team: We are all in this together. We value the diversity of our people—their nuances and differences. When we come together as a team, that’s what makes us truly great.
At QSIC we recognise there is no such thing as a ‘perfect’ candidate. QSIC is a company where everyone has an opportunity. So however you identify, and whatever background you bring with you, please apply if this role interests you. QSIC is an equal opportunity employer, and we know that a diverse workforce is crucial to our success as a business!
