Customer Technical Support Engineer – Driving Fare Payment Revolution with Exceptional Customer Satisfaction and Technical Expertise at blithequark

Introduction to blithequark At blithequark, we are revolutionizing the way people travel by powering the journeys of millions all over the world. Our innovative fare collection platforms enable riders to seamlessly buy and present tickets for public transport using their mobile phones, ticket machines, or even by tapping their bank cards to travel. With our industry-first mobile ticketing SDK, we have partnered with large players in the transport space, including major companies, to make transportation more accessible and convenient. About Our Justride Platform Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. This platform is the backbone of our fare payment revolution, allowing us to provide a seamless experience for agencies and riders alike. As a key player in the transport technology industry, blithequark is committed to delivering exceptional customer satisfaction and technical expertise to support the growing demand for efficient and accessible public transportation. Your Journey at blithequark Choosing a role at blithequark 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. Our goal is to create an environment where everyone feels empowered to bring their whole, authentic selves to work, and we welcome applications from underrepresented backgrounds. The Role of a Customer Technical Support Engineer As a Customer Technical Support Engineer at blithequark, 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. This is a dynamic, hands-on role with plenty of opportunities to deepen your technical skills and make a meaningful impact. Key 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 To succeed in this role, you should have: 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 What We Offer At blithequark, we believe in taking care of our employees and providing them with the tools and resources they need to succeed. Some of our benefits include: Remote-first working environment with flexible hours Extended health and dental coverage Generous annual leave policy plus public holidays Access to co-working spaces in major cities Learning and development budget Annual company retreat and team meetups Work from anywhere for up to 3 months per year Why Join blithequark? We are driven by a mission to make transit fair and accessible for all. Our values include: Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are. Encouraged to Accelerate – blithequark 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. Conclusion We’re already powering journeys - are you ready to join us? If you’re passionate about making a difference in the lives of millions, we encourage you to apply for this exciting opportunity. As a Customer Technical Support Engineer at blithequark, you’ll be part of a dynamic team that is shaping the future of transportation. Don’t miss out on this chance to take your career to the next level and make a real impact in the industry.