Customer Technical Support Engineer (FTC) - French Speaker

Masabi

3d • Remote

About The Position

We’re looking for a Customer Technical Support Engineer to join our team on a fixed-term basis, covering a paternity leave for 8 months. You'll be on the front lines supporting leading transit agencies and technology partners around the world. Your mission is to deliver exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues quickly and effectively. You’ll act as a trusted partner to our customers, troubleshooting 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 a key role in ensuring a seamless experience for agencies and riders alike. This is a dynamic, hands-on role with plenty of opportunities to deepen your technical skills and make a meaningful impact.

Requirements

• Proven experience in a client-facing technical support or engineering role
• Strong technical skills with a methodical, investigative approach to problem solving
• Fluency in French and excellent communication skills in both French and English
• Comfortable working independently and collaboratively in high-pressure environments
• Familiar with support tools and platforms such as Salesforce or Zendesk
• Keen to share knowledge and mentor others

Nice To Haves

• 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

Responsibilities

• Act as the primary contact for 1st and 2nd line technical support via phone and email
• Diagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolution
• Manage incident reports, customer communications, and escalations, ensuring service levels are met
• Resolve technical and non-technical issues in a professional and customer-centric manner
• 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 deep 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

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 allowance of up to $1300 CAD per year
• $325 CAD per year to spend on your home office
• $50 CAD per month in team building
• Ability to work for up to 3 months per year from any country in the world
• Enhanced family leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees