Monterosa IT Jobs in Accra
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Full Job Description - Read Carefully
At Monterosa, we are passionate about bringing people together through engaging and interactive experiences in entertainment and sport. Our mission is to enhance popular culture by delivering innovative solutions for some of the world's most beloved brands in media, sports, and entertainment
We strive to inspire and empower organisations to connect with their audiences in meaningful ways.
Job summary
As a Support Engineer at Monterosa, you will play a key role in ensuring the reliability, performance, and customer satisfaction of our platform and live Customer Experiences. You will provide high-quality support to our customers as they run Experiences on the platform, as well as IT support to internal Monterosa teams.
This role is well-suited to someone who enjoys problem-solving, clear communication, and working closely with customers and delivery teams, and who takes pride in providing a calm, professional, and efficient support experience.
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Key responsibilities
Customer Support & Communication
You will support customers running Experiences on the Monterosa platform by providing prompt, accurate advice and assistance, and by communicating clearly and professionally at all times. All customer issues should be managed in line with the service levels defined in our SLAs.
Customer support includes:
Live event support
Customers can pre-book support windows, which may fall outside of normal business hours. Communication may take place via instant messaging tools (e.g., Slack, Teams) or via support tickets, depending on the nature of the Experience.
Business hours support
Customer support requests received via support tickets should be actioned promptly during standard business hours, with clear updates provided throughout the resolution process.
IT Support
You will provide IT support to internal Monterosa teams, including:
- Onboarding and offboarding team members
- Troubleshooting software and access issues across tools such as Google Workspace, Slack, HubSpot, Atlassian, and other cloud-hosted services
- Managing access to the Monterosa platform and other internal systems
Support Planning for New Customer Experiences
You will attend regular support planning meetings with Monterosa delivery teams ahead of new customer launches. Following these meetings, the Support team will prepare runbooks documenting the support activities required for each new Customer Experience.
Escalation Management
You will promptly escalate any issues that cannot be resolved directly to the agreed second-line support contacts or senior support/operations staff. Customers must be kept informed at all times of progress, next steps, and expected resolution timelines.
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Documentation & Knowledge Sharing
You will maintain clear and up-to-date documentation, including:
- Customer-specific runbooks
- Troubleshooting procedures
- Incident resolutions and learnings
This documentation supports knowledge sharing within the team and enables faster resolution of future issues.
Continuous Improvement
You will contribute to the continuous improvement of support processes, tools, and workflows to improve incident management, service delivery, and the overall support experience for users of Monterosa’s web and mobile applications. This includes ongoing self-training and developing a deep understanding of Monterosa’s platform and Customer Experiences.
Qualifications:
Essential
- Experience in a technical support, service desk, or support engineering role, ideally supporting a SaaS platform
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users
- Experience working with ticketing systems and managing support requests against SLAs
- Comfortable providing support via tickets, instant messaging tools (e.g. Slack, Teams), and live support environments
- Experience supporting common workplace tools such as Google Workspace, Slack, Atlassian, HubSpot, or similar cloud-hosted services
- Basic understanding of web applications and how frontend, backend, and infrastructure components interact
- Willingness to work occasional out-of-hours support windows for live customer Experiences
Desirable
- Experience supporting live events or time-critical customer environments
- Familiarity with incident management processes and escalation frameworks
- Experience writing or maintaining runbooks, troubleshooting guides, or knowledge-base documentation
- Basic understanding of cloud platforms (e.g. AWS) and SaaS infrastructure
- Experience onboarding/offboarding users and managing system access and permissions
- Exposure to monitoring, alerting, or logging tools
- Relevant experience is valued more highly than formal qualifications
- A degree, diploma, or certification in IT, Computer Science, or a related field is beneficial but not essential
- IT support or service management certifications (e.g. ITIL Foundation) are a plus
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