Customer Technical Support Engineer

Introducing Masabi 

// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. 

Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we’ve partnered with large players in the transport space, including Uber, Moovit and Transit. 

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. 

The role

// 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. From troubleshooting incidents to collaborating with product management and engineering teams, you'll ensure swift resolution and maintain the high standards our customers expect.

This is a dynamic, fast-paced role where you’ll deepen your knowledge of both hardware and software systems while building strong relationships with stakeholders. Acting as an ambassador for Masabi, you’ll play a vital part in delivering a seamless experience for riders and agencies alike, ensuring our mobile ticketing platform remains reliable, responsive, and empowering to users across the globe.

Location

// This role is only available to candidates based in Colombia in a fully remote model.

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

About you

• 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

Nice to have

• 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

Some of our 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.

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.

We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself. We welcome applications from underrepresented backgrounds and encourage you to share your pronouns at any stage. Together, we simplify journeys, remove barriers, and improve daily life for millions.

Why Join Masabi?

• Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.

• Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey.

• Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.

We’re already powering journeys - are you ready to join us?