IT Engineering and Support Lead

Dotdigital; Wes-Kaap; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Commission & bonus opportunities

Annual leave increases with service

Christmas office shutdown

Enhanced parental leave & family care

Job summary

Dotdigital in Cape Town is seeking an experienced Infrastructure Engineer to automate repetitive IT tasks, lead a small back-office team, and drive major tooling migrations. You will report to the Head of IT and help scale operations across a remote-first, globally distributed team.

The role emphasizes scripting, API integrations (Entra, Graph, Zendesk), and building sustainable automation culture while supporting a modern hardware stack (Dell/Mac) and Cisco Meraki backoffice tools.

Qualifications

• Proven ability to automate and optimize IT helpdesk operations.
• Experience scripting against APIs (Entra/Graph/ZenDesk) and integrating tooling.
• Experience leading a small IT support/back-office team in a global, remote-first environment.

Responsibilities

• Lead automation projects to reduce ticket volume and improve onboarding automation.
• Coach and manage the support team, handle escalations, and manage shifts/rota.
• Own project delivery for engineering initiatives (MDM rollouts, tooling migrations).
• Deliver discrete engineering projects end-to-end with clear timelines and outcomes.

Skills

PowerShell

Python

Bash

APIs

Team leadership

Project delivery

Automation

Tools

Intune

Entra

Graph

ZenDesk

Cisco Meraki

Dell hardware

Mac

Job description

The Company:

Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product:

Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the role

Dotdigital has a smart, capable IT team - and we want to keep it that way. This role is about making that team more powerful: automating the repetitive so that the humans on the team are freed up for the complex, interesting work. We believe in excellent human support for the hard problems (and you’ll be a part of providing that support), but we don't think humans should be spending their days on password resets.

You’ll be a senior technical voice in the team - managing experienced helpdesk engineers and a small back office team, reporting into the Head of IT. Your job is to raise the floor of what the whole team can do, through better tooling, automation of repetitive tasks, and a culture of continuous improvement.

What you'll own

• Ticket volume reduction — identify the top contributors to helpdesk load and systematically close them: self-service portals, better onboarding automation, Intune policy hardening, runbook coverage. We expect a measurable decline in per-capita ticket rate within 12 months and you’ll help decide how we get there.
• Automation and scripting — own the pipeline from "this keeps coming up" to "this no longer needs a human touch." The goal isn't fewer people; it's people working on harder things. PowerShell, Python, Bash, or whatever gets it done. Familiarity with APIs (Entra, Graph, ZenDesk) is essential.
• Team leadership — day-to-day coaching of our support team, being the escalation point, shift coverage, rota management. The team needs an experienced manager.
• Project delivery — take on discrete engineering projects (MDM rollouts, major tooling migrations) and help see them through

What good looks like

• You've reduced a team's ticket volume before, and you can describe exactly how.
• You're comfortable writing scripts that talk to APIs — Entra/Graph, ZenDesk, Intune, or similar — not just running them.
• You've led a team before, and know when to mentor vs when to just fix the thing.
• You can scope a project, communicate a timeline, and deliver it without hand-holding.
• You've worked in a global, remote-first environment and know how to support colleagues across time zones without burning yourself out.

What you’ll work with

• Scripting: PowerShell
• Hardware stack: mostly Dell today, but moving towards Mac
• Backoffice: Cisco, Meraki

What else?

• Working hours are 9–5:30 or 10–6:30 depending on daylight saving. Occasional out-of-hours work may be required.
• The team is in a period of growth and change — there's real scope to influence how things are done. Ambiguity is part of the job.
• Cape Town office attendance 3 days/week is required.

Why Us

Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

As an Infrastructure Engineer, I am impressed by Dotdigital's focus on innovation, positive work culture, and employee development, making it an environment where I can continuously learn, contribute meaningfully, and advance my career ~ Kayode – Infrastructure Engineer

Interview Process

• 15min Screening Call with Team Talent
• 1 hour call with hiring manager and Infrastructure Engineer
• 1 hour call with hiring manager and senior management

Some of Our Global Benefits

• Commission & bonus opportunities
• Annual leave that increases with service + option to buy more
• Christmas office shutdown (extra time off)
• Enhanced parental leave & family support policies

Authenticity in Our Hiring Process

At Dotdigital, we believe in genuine conversations and authentic expertise. While AI can be a valuable and legitimate tool in many contexts, we ask candidates not to use AI-generated content or live AI assistance at any stage of our recruitment process, including applications, assessments, and interviews.

We appreciate your cooperation in helping us keep our hiring process fair, transparent, and focused on real human insight.

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.