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
- 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)
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
Benefits
- 25 days holiday per year plus the Christmas Shutdown (another 3 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
Additional Information
- Willingness to share knowledge and mentor colleagues
