Customer Technical Support Engineer - Remote

Overview

As a Customer Technical Support Engineer at Masabi, you'll be on the front lines supporting leading transit agencies and technology partners around the world. Your mission is to deliver exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues quickly and effectively.

In Short

• 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

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

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