Customer Technical Support Engineer - French Speaker

Summary

Join Masabi, a global leader in fare payment technology, as a Customer Technical Support Engineer! Based in Canada and fully remote, you will provide first and second-line technical support to transit agencies and partners worldwide. Your responsibilities include troubleshooting technical issues, managing incident reports, delivering training, and creating documentation. You will collaborate with product and engineering teams to ensure timely resolution of issues and contribute to product improvements. This role requires proven experience in client-facing technical support, strong technical skills, fluency in French and English, and familiarity with support tools. Masabi offers a remote-first work environment with flexible hours, comprehensive health benefits, generous leave, and professional development opportunities.

Requirements

• Proven experience in a client-facing technical support or engineering role
• Strong technical skills with a methodical, investigative approach to problem solving
• Fluency in French and excellent communication skills in both French and English
• Comfortable working independently and collaboratively in high-pressure environments
• Familiar with support tools and platforms such as Salesforce or Zendesk
• Keen to share knowledge and mentor others

Responsibilities

• Act as the primary contact for 1st and 2nd line technical support via phone and email
• Diagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolution
• Manage incident reports, customer communications, and escalations, ensuring service levels are met
• Resolve technical and non-technical issues in a professional and customer-centric manner
• Investigate platform and hardware issues across our Justride system
• Assist with customer configurations for special events and ticketing programs
• Deliver training to customers via video conferencing and occasional in-person sessions
• Create and maintain internal documentation, FAQs, and technical reference materials
• Build a deep understanding of our products and how they’re used 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 frontend, backend or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java)
• Familiarity with REST APIs and version control systems like Git
• Experience with cloud platforms, especially AWS
• Background in the transit or mobility industry

Benefits

• Remote-first working environment with flexible hours
• Extended health and dental coverage
• Generous annual leave policy plus public holidays
• Access to co-working spaces in major cities
• Learning and development budget
• Annual company retreat and team meetups
• Work from anywhere for up to 3 months per year