Customer Technical Support Engineer (FTC) - French Speaker

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. 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.

The Role

We’re looking for a Customer Technical Support Engineer to join our team on a fixed-term basis for 6 months. You’ll be on the front lines supporting leading transit agencies and technology partners around the world. Your mission is to deliver an excellent customer experience by applying your technical expertise to investigate and resolve issues thoughtfully and effectively. You’ll act as a trusted partner to our customers, supporting them through 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 an important role in creating a smooth and positive experience for agencies and riders alike. This is a dynamic, hands-on role with great opportunities to continue learning, growing your technical skills, and making 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, working closely with Product and Engineering to ensure timely and effective resolution
• Manage incident reports, customer communications, and escalations, maintaining clear and supportive communication throughout
• Resolve technical and non-technical issues in a professional, empathetic, and customer-focused way
• 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 strong 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 structured and thoughtful approach to problem solving
• Fluency in French and excellent communication skills in both French and English
• Comfortable working both independently and collaboratively in fast-paced environments
• Familiar with support tools and platforms such as Salesforce or Zendesk
• Enjoy sharing knowledge and supporting 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

Benefits

• 20 days of vacation per year (in addition to regional public holidays). On top of this, our office is shut every year between Christmas and New Year, totaling 28+ days of vacation
• Private Healthcare and Life Insurance via GP (EOR)
• Menopause support
• Corporate workstation
• Training