Job description
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 on the front lines supporting leading transit agencies and technology partners around the world. Your mission is to deliver exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues quickly and effectively.
You’ll act as a trusted partner to our customers, troubleshooting a range of technical challenges across our platform and hardware systems. Whether you’re coordinating incident responses, contributing to product improvements, or delivering remote training, you’ll play a key role in ensuring a seamless experience for agencies and riders alike. This is a dynamic, hands-on role with plenty of opportunities to deepen your technical skills and make a meaningful impact.
Location_
// This role is only open to candidates based in Canada and is fully remote. Fluency in French is mandatory for this position.
Responsibilities_
Act as the primary contact for 1st and 2nd line technical support via phone and email
Diagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolution
Manage incident reports, customer communications, and escalations, ensuring service levels are met
Resolve technical and non-technical issues in a professional and customer-centric manner
Investigate platform and hardware issues across our Justride system
Assist with customer configurations for special events and ticketing programs
Deliver training to customers via video conferencing and occasional in-person sessions
Create and maintain internal documentation, FAQs, and technical reference materials
Build a deep understanding of our products and how they’re used 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 role
Strong technical skills with a methodical, investigative approach to problem solving
Fluency in French and excellent communication skills in both French and English
Comfortable working independently and collaboratively in high-pressure environments
Familiar with support tools and platforms such as Salesforce or Zendesk
Keen to share knowledge and mentor others
Nice to Have_
Experience with relational databases (SQL)
Knowledge of frontend, backend or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java)
Familiarity with REST APIs and version control systems like Git
Experience with cloud platforms, especially AWS
Background in the transit or mobility industry
Some of our benefits_
Remote-first working environment with flexible hours
Extended health and dental coverage
Generous annual leave policy plus public holidays
Access to co-working spaces in major cities
Learning and development budget
Annual company retreat and team meetups
Work from anywhere for up to 3 months per 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?
