Senior Customer Technical Support Engineer

Summary

The job is for a Senior Customer Technical Support Engineer at Masabi, a company revolutionizing fare payment systems. The role involves providing support to leading transportation agencies and technology partners globally, troubleshooting technical issues, delivering training, and participating in on-call rotations. The position is fully remote and based in Colombia.

Requirements

• 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)

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
• Manage 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

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

• 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