Customer Technical Support Engineer

About Us_
// 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 for candidates based in Romania 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)

• Know