Masabi - Customer Technical Support Engineer
Requirements
• Experience with relational databases (SQL) • Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java) • Experience with version control systems (Git) • Experience with cloud computing providers (AWS) • French language proficiency is a strong plus
Responsibilities
• Act as the primary contact for 1st and 2nd line technical support via phone and email • Respond promptly to incidents, diagnose issues, and collaborate closely with Product and Engineering for resolution • 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 • 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 • Proven experience in a client-facing technical support or engineering environment • 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 • Experience with ticketing and CRM systems (e.g., Salesforce, Zendesk) • Willingness to share knowledge and mentor colleagues
Benefits
• 25 days holiday per year plus the Christmas Shutdown (another 3 days) • Premium medical care via Regina Maria • Mental health support • Menopause support • Regular social gatherings with a monthly allowance for each employee • Up to €1000 training budget per year • €200 to spend on your home office • Choice of workstation • Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all. • // We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work. • Whoever you are, just be yourself.// We welcome applications from underrepresented groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. Together, we simplify journeys, remove barriers, and improve daily life for millions. • Whoever you are, just be yourself. • Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are. • Driven by Purpose • Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey. • Encouraged to Accelerate • Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load. • Advancing with Empathy • We’re already powering journeys - are you ready to join us?
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