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. 

Your own journey is important to us too. Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you’ll find the tools you need to build the career you want. Whether you’re taking the direct route or trying a new path, we’ll support you no matter what. 

The Role_
// 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.

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, 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

About You_

• 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 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

Some of our 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

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.

// We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.
// We welcome applications from underrepresented groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. Together, we simplify journeys, remove barriers, and improve daily life for millions.

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?