Customer Technical Support Engineer - Remote (Romania)

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 modelResponsibilitiesAct as the primary contact for 1st and 2nd line technical support via phone and emailRespond promptly to incidents, diagnose issues, and collaborate closely with Product and Engineering for resolutionCoordinate customer calls, progress reports, and incident management, ensuring resolution aligns with performance standardsManaging the resolution of technical and non-technical issues in a professional, courteous mannerTroubleshoot a wide range of technical issues on our Justride platform and associated hardwareAssist in customer configuration and setups for special ticketing events and programsDeliver training on our systems and applications via video conferencing and in-personDevelop and maintain technical reference materials, incident management solutions, and online FAQsGain a deep understanding of all Masabi products and how they are deployed in real-world scenariosParticipate in on-call rotations during critical launches and go-live periodsAbout youProven experience in a client-facing technical support or engineering environmentStrong hands-on technical background with excellent investigative, debugging, and problem-solving skillsExceptional verbal and written communication skills in English, with the ability to document processes meticulouslyComfortable working independently and as part of a team, especially under strict deadlinesExperience with ticketing and CRM systems (e.g., Salesforce, Zendesk)Willingness to share knowledge and mentor colleaguesNice to haveExperience with relational databases (SQL)Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)Experience interacting with REST APIsExperience with version control systems (Git)Experience with cloud computing providers (AWS)Experience in the Transit sectorFrench language proficiency is a strong plusSome of our benefits 25 days holiday per year plus the Christmas Shutdown (another 3-4 days)Premium medical care via Regina MariaMental health supportMenopause supportRegular social gatherings with a monthly allowance for each employeeUp to €1000 training budget per year€200 to spend on your home officeChoice of workstationCareers 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 groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. 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?

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