IT Support Engineer - (customer focused)

Job Description

The role
// As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners around the world, ensuring high levels of satisfaction with our ticketing and fare-collection platform. You’ll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently.

In this role, you’ll build a solid understanding of our platform, systems, and hardware, and gain valuable experience working at the intersection of technology and public transport in a fast-paced, supportive environment.

Location

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

Responsibilities

• Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy
• 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 SLA performance standards
• Troubleshoot various technical issues on the Justride platform and related hardware
• Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly
• Develop and maintain 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
• Occasionally participate in on-call rotations during public holidays (with support and scheduling in place)

Qualifications

About You

• Experience in enterprise software support within a client-facing role
• Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities
• Strong verbal and written communication skills in English, with meticulous attention to documenting processes
• Able to work independently while also contributing positively to team efforts, especially when working toward shared goals on tight timelines
• Proactive about learning and happy to share knowledge to help others grow

Nice to Have

• Experience with customer service applications (Salesforce, Zendesk)
• Experience with SQL, REST APIs, and version control (Git)
• Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
• Experience with cloud computing providers (AWS)

Additional Information

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.