Support Engineer

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.

Key responsibilities

1. 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.

   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.

About you

You are a customer-focused Support Engineer who enjoys solving problems and helping people get the best out of technology. You stay calm under pressure, communicate clearly, and take pride in providing a reliable and professional support experience, even during live events or time-critical situations.

You are comfortable working across both customer-facing support and internal IT support, and you understand the importance of good documentation, clear escalation, and teamwork. You enjoy learning new systems and tools, and you are motivated by continuous improvement — whether that’s improving a process, preventing a recurring issue, or helping a teammate.

You work well as part of a distributed team, are proactive in raising risks or issues early, and understand the importance of following agreed processes while also contributing ideas to make them better.

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

Qualifications

• 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