Masabi

Support Engineer

• 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

Customer Technical Support Engineer

SDET

• Create detailed, comprehensive and well-structured test strategies and cases for testing applications based on customer requirements
• Review and enhance test strategies and cases, adding value to end-to-end testing plans
• Collaborate with product management to translate new features into test cases
• Review and analyze requirements and technical design documents providing timely feedback
• Maintain and extend the capabilities of existing test frameworks
• Support teammates by sharing knowledge and learning from each other
• Perform manual or automated e2e testing to identify and report bugs, ensuring high-quality software
• Use AI to identify edge cases and test scenarios and apply AI for test data generation
• Continuously evaluate new AI tools that improve QA productivity

Customer Technical Support Engineer

QA Automation Engineer