Customer Technical Support Engineer

Summary

Join Masabi, a global leader in fare payment technology, as a Customer Technical Support Engineer based remotely in Colombia. You will be the primary technical support contact for transit agencies and technology partners worldwide, ensuring exceptional customer satisfaction. Your responsibilities include troubleshooting incidents, collaborating with engineering and product teams, and managing customer communications. This dynamic role requires strong technical skills, excellent communication, and the ability to work independently and as part of a team. You will gain deep knowledge of Masabi's products and contribute to a seamless user experience. Masabi offers a supportive and collaborative environment with various benefits.

Requirements

• 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

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

Preferred Qualifications

• 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

Benefits

• 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
• 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 every year