Customer Technical Support Engineer
Masabi · Romania
- Hybrid
- Full-time
- $60,000 / year
- Romania
Job highlights
- Provide technical support for public transport ticketing platforms.
- Investigate and resolve customer issues efficiently.
- Collaborate with engineering and product teams.
- Train customers and develop technical documentation.
- Work remotely from Romania.
About the role
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.
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 model.
Responsibilities
- 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
- Manage 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
About You
- 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)
- Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
- Experience interacting with REST APIs
- Experience with version control systems (Git)
- Experience with cloud computing providers (AWS)
- Experience in the Transit sector
- French language proficiency is a strong plus
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?
Key skills/competency
- Customer Technical Support Engineer
- Technical Support
- Problem Solving
- Customer Service
- Incident Management
- Troubleshooting
- SQL
- REST APIs
- Cloud Computing (AWS)
- Communication Skills
Skills & topics
- Customer Technical Support Engineer
- Technical Support
- Troubleshooting
- Incident Management
- Customer Service
- Public Transport
- Fare Collection
- Mobile Ticketing
- Software Support
- Romania Remote
How to get hired
- Tailor your resume: Highlight your technical support experience and problem-solving skills. Use keywords from the job description.
- Craft a compelling cover letter: Emphasize your client-facing experience and passion for the transit industry.
- Prepare for technical questions: Be ready to discuss your experience with troubleshooting, SQL, and APIs.
- Showcase communication skills: Demonstrate your ability to explain complex issues clearly and concisely.
- Research Masabi's mission: Understand their fare payment revolution and how you can contribute.
Technical preparation
Review Masabi's Justride platform and ticketing technology.,Practice troubleshooting common software and hardware issues.,Familiarize yourself with SQL, REST APIs, and cloud concepts.,Prepare to explain configurations and setup processes.
Behavioral questions
Describe a complex technical issue you resolved.,How do you manage competing customer priorities?,How do you handle difficult customer interactions?,Share an example of mentoring a colleague.
Frequently asked questions
- What are the primary responsibilities of a Customer Technical Support Engineer at Masabi?
- As a Customer Technical Support Engineer at Masabi, you will be the primary contact for 1st and 2nd line technical support, responding to incidents, diagnosing issues, and collaborating with Product and Engineering teams for resolution. You'll also troubleshoot technical issues on the Justride platform, assist with customer configurations, deliver training, and maintain technical documentation. Participation in on-call rotations is also a key aspect of the role.
- What technical skills are most important for this Customer Technical Support Engineer role at Masabi?
- A strong hands-on technical background with excellent investigative, debugging, and problem-solving skills is crucial. Experience with ticketing and CRM systems like Salesforce or Zendesk is preferred. Nice-to-have skills include experience with SQL, backend/frontend/mobile technologies, REST APIs, Git, and AWS. Proficiency in English is essential for communication and documentation.
- Is this Customer Technical Support Engineer position at Masabi remote, and where must I be located?
- Yes, this role is fully remote. However, it is only available for candidates based in Romania.
- What kind of experience is Masabi looking for in a Customer Technical Support Engineer candidate?
- Masabi is looking for proven experience in a client-facing technical support or engineering environment. You should be comfortable working independently and as part of a team, especially under strict deadlines. A willingness to share knowledge and mentor colleagues is also highly valued.
- How does Masabi support employee growth and development for its Customer Technical Support Engineers?
- Masabi fosters a culture of learning and encourages employees to accelerate their careers. They support your journey whether you're taking a direct route or exploring new paths. The company emphasizes advancing with empathy, putting people first, and creating a supportive environment where knowledge is shared and challenges are faced together.