TL;DR

Support Engineer: Ensuring the reliability, performance, and customer satisfaction of a platform and live Customer Experiences with an accent on prompt, accurate advice, and clear communication. Focus on managing customer support during live events and business hours, providing internal IT support, and contributing to continuous improvement of support processes.

Location: Full-time in Accra, Ghana

Company

%hirify_global% is a product company focused on creating engaging and interactive experiences for entertainment and sports brands.

What you will do

Provide prompt and professional customer support for Experiences on the %hirify_global% platform, adhering to SLAs.
Manage live event support, which may occur outside normal business hours.
Deliver IT support to internal %hirify_global% teams, including onboarding/offboarding and troubleshooting.
Prepare support runbooks for new customer experiences in collaboration with delivery teams.
Escalate unresolved issues to second-line support and keep customers informed.
Maintain clear documentation to facilitate knowledge sharing and faster issue resolution.
Contribute to the continuous improvement of support processes, tools, and workflows.

Requirements

Experience in a technical support, service desk, or support engineering role, ideally supporting a SaaS platform.
Strong written and verbal communication skills 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, and HubSpot.
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.

Nice to have

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.

Culture & Benefits

Work as part of a distributed team.
Focus on problem-solving, clear communication, and customer satisfaction.
Emphasis on continuous improvement and learning new systems and tools.
Proactive approach to raising risks or issues early.
Value for relevant experience more highly than formal qualifications.