Senior Customer Technical Support Engineer (remote)

August 27, 2024

Masabi

OTHER

Introducing Masabi
// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel.

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit.

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what.

The role
// As a Senior Customer Technical Support Engineer at Masabi, you will be the front-line support for leading transportation agencies and our cutting-edge technology partners around the globe. This role is crucial in maintaining high levels of customer satisfaction with our mobile ticketing platform. Each day, you’ll use your technical expertise and problem-solving skills to handle support incidents, collaborate with internal teams like product managment and engineering, and ensure issues are resolved swiftly and effectively.

Your work will be fast-paced and dynamic, offering you the chance to deepen your knowledge of both hardware and software applications. You will be an ambassador for Masabi, directly interacting with customers, resolving issues, and ensuring seamless experiences for riders and commuters.

Location
// This role is only available to candidates based in Colombia in a fully remote model.

Responsibilities

Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email
Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams
Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with performance standards

Managing the resolution of technical and non-technical issues in a professional, courteous manner
Troubleshoot a wide range of technical issues on our Justride platform and associated hardware
Assist in customer configuration and setups for special ticketing events and programs
Be part of an initial launch team for testing and quality assurance; perform basic setup and configuration management and liaise with internal delivery teams
Deliver training on our systems and applications via video conferencing and in-person
Develop and maintain technical reference materials, incident management solutions, and online FAQs
Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios
Participate in on-call rotations during critical launches and go-live periods

About you

Solid experience in enterprise software support within a client-facing role
Strong hands-on technical background with excellent investigative, debugging, and problem-solving skills
Exceptional verbal and written communication skills in English, with the ability to document processes meticulously
Comfortable working independently and as part of a team, especially under strict deadlines
Experienced in using customer service applications (Salesforce, Zendesk)
Enthusiastic about knowledge sharing and mentoring colleagues

Nice to have

Experience with relational databases (SQL)
Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
Experience interacting with REST APIs
Experience with version control systems (Git)
Experience with cloud computing providers (AWS)
Experience in the Transit sector

Some of our benefits

Competitive salary package
15 days paid vacation for each year of service plus 18 public holidays
Private Healthcare
Monthly team bonding allowance
Menopause support
Choice of a workstation
Ability to work for up to 3 months per year from any country in the world
Enhanced family leave
Fun and collaborative environment with a focus on making a difference in the world

In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office annually.

// Careers at Masabi are for people who are going places - people who are moved by our mission to improve accessibility and make fares fair for everyone. We are grateful to be a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. We operate with openness — we celebrate multiple approaches and points of view and strive to create an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.

We encourage people from underrepresented backgrounds to apply; we don’t discriminate. Also, please notify our team of your pronouns at any point in your application. We believe in journeys made simple. Excursions made effortless. So, we cancel out confusion and leverage our collective expertise to support transit agencies and make life better for millions of riders — together, we are creating a future.

We’re already powering journeys - are you ready to join us?

We regret to inform you that this job opportunity is no longer available