Experienced Customer Technical Support Engineer – Delivering Exceptional Service and Technical Expertise in Fare Payment Solutions at blithequark

Welcome to blithequark At blithequark, we are revolutionizing the way people travel by making fare payment simple, convenient, and accessible to all. 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 major players in the transport space to make a significant impact on the industry. 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 has been designed to provide a seamless and efficient fare payment experience for riders, while also offering our partners a robust and reliable solution for managing their fare collection systems. With a strong focus on innovation and customer satisfaction, we continue to expand our reach and improve our services to meet the evolving needs of the transport sector. Your Career Journey at blithequark Choosing a role at blithequark means joining a network of innovators from all walks of life who are passionate about making a difference. We believe in empowering our employees to build the careers they want, whether that involves taking the direct route or exploring new paths. At blithequark, you will find the tools and support you need to succeed, along with a collaborative and dynamic work environment that fosters growth, learning, and innovation. The Role of a Customer Technical Support Engineer As a Customer Technical Support Engineer at blithequark, you will play a key role in maintaining exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues efficiently. Your core mission will be to provide prompt and effective technical support to our leading transit agencies and technology partners worldwide, ensuring that our customers receive the highest level of service and support. From troubleshooting incidents to collaborating with product management and engineering teams, you will be responsible for delivering swift resolutions and maintaining the high standards our customers expect. Key Responsibilities Act as the primary contact for 1st and 2nd line technical support via phone and email, providing timely and effective solutions to customer inquiries and issues. Respond promptly to incidents, diagnose issues, and collaborate closely with Product and Engineering teams to resolve problems efficiently. Coordinate customer calls, progress reports, and incident management, ensuring that resolutions align with our performance standards and customer expectations. Manage the resolution of technical and non-technical issues in a professional and courteous manner, maintaining a high level of customer satisfaction and loyalty. Troubleshoot a wide range of technical issues on our Justride platform and associated hardware, using your technical expertise and problem-solving skills to identify and resolve problems. Assist in customer configuration and setups for special ticketing events and programs, providing technical support and guidance to ensure successful implementation. Deliver training on our systems and applications via video conferencing and in-person, helping customers to get the most out of our solutions and services. Develop and maintain technical reference materials, incident management solutions, and online FAQs, ensuring that our customers have access to the information and resources they need to succeed. Gain a deep understanding of all blithequark products and how they are deployed in real-world scenarios, using this knowledge to provide informed and effective technical support. Participate in on-call rotations during critical launches and go-live periods, providing additional support and expertise to ensure successful implementation and minimize downtime. About You To be successful in this role, you will need to have proven experience in a client-facing technical support or engineering environment, along with a strong hands-on technical background and excellent investigative, debugging, and problem-solving skills. You will also need to have exceptional verbal and written communication skills in English, with the ability to document processes meticulously and communicate complex technical information to non-technical stakeholders. Essential Qualifications Proven experience in a client-facing technical support or engineering environment, with a strong track record of delivering exceptional customer service and technical support. Strong hands-on technical background with excellent investigative, debugging, and problem-solving skills, along with the ability to learn and adapt to new technologies and systems. Exceptional verbal and written communication skills in English, with the ability to document processes meticulously and communicate complex technical information to non-technical stakeholders. Comfortable working independently and as part of a team, especially under strict deadlines and in high-pressure situations. Experience with ticketing and CRM systems (e.g., Salesforce, Zendesk), along with the ability to learn and adapt to new systems and technologies. Willingness to share knowledge and mentor colleagues, along with a commitment to ongoing learning and professional development. Preferred Qualifications Experience with relational databases (SQL), along with knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java). Experience interacting with REST APIs, along with experience with version control systems (Git) and cloud computing providers (AWS). Experience in the Transit sector, along with knowledge of fare payment systems and technologies. Career Growth and Learning Benefits At blithequark, we are committed to helping our employees grow and develop their careers, whether that involves taking on new challenges, learning new skills, or exploring new opportunities. We offer a range of training and development programs, along with a supportive and collaborative work environment that fosters growth, learning, and innovation. As a Customer Technical Support Engineer, you will have the opportunity to develop your technical skills and expertise, along with your communication and problem-solving skills, and to take on new challenges and responsibilities as you grow and develop in your role. Work Environment and Company Culture At blithequark, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work. We believe in fostering a culture of learning, not blame, and we encourage our employees to share their ideas, perspectives, and feedback. We are a network of innovators from all walks of life, passionate about making a difference, and we welcome applications from underrepresented backgrounds. We are committed to creating a work environment that is inclusive, diverse, and respectful, where everyone feels valued, supported, and empowered to succeed. Compensation, Perks, and Benefits As a Customer Technical Support Engineer at blithequark, you will be eligible for a range of compensation, perks, and benefits, including: Competitive salary and benefits package, along with a range of perks and incentives to recognize and reward your contributions. 15 days paid vacation per year, plus 18 public holidays, along with the ability to work from any country in the world for up to 3 months per year. Private Healthcare, along with a range of other benefits to support your physical and mental well-being. Monthly team bonding allowance, along with a range of social and cultural events to help you connect with your colleagues and build meaningful relationships. Choice of a workstation, along with the ability to work from home or remotely, and to create a work environment that suits your needs and preferences. Training allowance of up to $750 USD, along with $250 USD to spend on your home office every year, to support your ongoing learning and professional development. Conclusion If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for the Customer Technical Support Engineer role at blithequark. This is a unique opportunity to join a dynamic and innovative company that is making a real difference in the transport sector, and to develop your skills and expertise in a supportive and collaborative work environment. We look forward to hearing from you and exploring how you can contribute to our mission to make transit fair and accessible for all.