Masabi

Customer Technical Support Engineer

Masabi

full-time

Posted on:

Location Type: Remote

Location: Romania

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Tech Stack

AWSCloudJavaJavaScriptKotlinObjective-CSQLSwift

About the role

  • 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

Requirements

  • 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)
  • Nice to have: Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
  • Nice to have: Experience interacting with REST APIs
  • Nice to have: Experience with version control systems (Git)
  • Nice to have: Experience with cloud computing providers (AWS)
  • Nice to have: Experience in the Transit sector
  • Nice to have: French language proficiency is a strong plus
Benefits
  • 25 days holiday per year plus the Christmas Shutdown (another 3-4 days)
  • Premium medical care via Regina Maria
  • Mental health support
  • Menopause support
  • Regular social gatherings with a monthly allowance for each employee
  • Up to €1000 training budget per year
  • €200 to spend on your home office
  • Choice of workstation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportdebuggingproblem-solvingSQLHTMLCSSJavascriptJSONSwiftObjective C
Soft Skills
communicationinvestigative skillsteamworkindependencementoringcourtesytime managementdocumentation