Customer Technical Support Engineer - Remote

Overview

As a Customer Technical Support Engineer at Masabi, you'll be a key figure on the front lines, supporting leading transit agencies and technology partners worldwide. Your core mission is to maintain exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues efficiently.

In Short

• 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
• Manage the resolution of technical and non-technical issues professionally
• Troubleshoot a wide range of technical issues on the Justride platform
• Assist in customer configuration and setups for special ticketing events
• Deliver training on systems and applications via video conferencing and in-person
• Develop and maintain technical reference materials and incident management solutions
• Gain a deep understanding of all Masabi products
• Participate in on-call rotations during critical launches

Requirements

• Proven experience in a client-facing technical support or engineering environment
• Strong hands-on technical background with investigative and problem-solving skills
• Exceptional verbal and written communication skills in English
• Comfortable working independently and as part of a team
• Experience with ticketing and CRM systems (e.g., Salesforce, Zendesk)
• Willingness to share knowledge and mentor colleagues

Benefits

• 15 days paid vacation per year 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
• Fun and collaborative environment