Experienced Customer Technical Support Engineer – Technical Expertise and Customer Satisfaction in Fare Payment Revolution

Introduction to blithequark At blithequark, we are driving the fare payment revolution, powering the journeys of millions all over the world. Our innovative approach to fare collection platforms allows 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. With our industry-first mobile ticketing SDK, we have partnered with large players in the transport space, including major industry leaders, to make a significant impact on the way people move around cities. 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, providing a seamless and efficient way for transit agencies and riders to manage their ticketing needs. As a key player in the transport technology sector, blithequark is committed to delivering exceptional customer satisfaction and continuously improving our products and services to meet the evolving needs of our clients and their customers. Your Journey at blithequark Your own journey is important to us too. 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 commitment to your growth and development is unwavering, and we believe in fostering an environment where everyone feels empowered to bring their whole, authentic selves to work. 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. 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. 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. Diagnose and troubleshoot incidents, collaborating with Product and Engineering teams to ensure timely resolution and minimize downtime. Manage incident reports, customer communications, and escalations, ensuring service levels are met and customer satisfaction is maintained. Resolve technical and non-technical issues in a professional and customer-centric manner, always striving to exceed customer expectations. Investigate platform and hardware issues across our Justride system, identifying root causes and implementing fixes to prevent future occurrences. Assist with customer configurations for special events and ticketing programs, ensuring that our solutions meet the unique needs of each client. Deliver training to customers via video conferencing and occasional in-person sessions, empowering them to get the most out of our products and services. Create and maintain internal documentation, FAQs, and technical reference materials, contributing to the continuous improvement of our knowledge base and support processes. Build a deep understanding of our products and how they’re used in real-world scenarios, staying up-to-date with the latest developments and advancements in the field. Participate in on-call rotations during critical launches and go-live periods, providing 24/7 support to ensure the success of our clients and their customers. About You To succeed in this role, you should have: Proven experience in a client-facing technical support or engineering role, with a strong track record of delivering exceptional customer satisfaction. Strong technical skills with a methodical, investigative approach to problem-solving, and the ability to learn and adapt quickly in a fast-paced environment. Fluency in French and excellent communication skills in both French and English, with the ability to communicate complex technical information in a clear and concise manner. Comfortable working independently and collaboratively in high-pressure environments, with a strong sense of urgency and a customer-centric mindset. Familiarity with support tools and platforms such as Salesforce or Zendesk, and the ability to learn and master new systems and technologies. Keen to share knowledge and mentor others, with a passion for continuous learning and professional development. Nice to Have Experience with relational databases (SQL) and a strong understanding of data structures and querying principles. Knowledge of frontend, backend, or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java), with a passion for staying up-to-date with the latest developments and advancements in the field. Familiarity with REST APIs and version control systems like Git, with experience working in an Agile development environment. Experience with cloud platforms, especially AWS, and a strong understanding of cloud-based architectures and deployments. Background in the transit or mobility industry, with a deep understanding of the challenges and opportunities facing our clients and their customers. What We Offer At blithequark, we offer a range of benefits and perks to support your career growth and well-being, including: Remote-first working environment with flexible hours, allowing you to work from anywhere and maintain a healthy work-life balance. Extended health and dental coverage, providing you with peace of mind and protecting your physical and mental health. Generous annual leave policy plus public holidays, giving you the time and space to relax and recharge. Access to co-working spaces in major cities, providing you with a professional and productive work environment whenever you need it. Learning and development budget, supporting your continuous learning and professional development goals. Annual company retreat and team meetups, bringing our global team together to share knowledge, ideas, and experiences. Work from anywhere for up to 3 months per year, giving you the freedom to explore new places and experience different cultures. Careers at blithequark Careers at blithequark 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 blithequark, 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 backgrounds and encourage you to share your pronouns at any stage. Together, we simplify journeys, remove barriers, and improve daily life for millions. Why Join blithequark? 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 a motivated and talented individual with a passion for technical support and customer satisfaction, we want to hear from you. Apply now to become a part of our dynamic team and contribute to the fare payment revolution. Together, let’s make a difference and create a better future for millions of people around the world.