IT Support Engineer
Job description
IT Support Engineer at Masabi, providing day-to-day IT support for a remote-first, globally distributed team. The role covers troubleshooting, access and device management, supplier management, and using AI and automation to improve support.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Colombia
- Languages
- English – fluent
What you'll do
- Be the first point of contact for IT support across the company, solving hardware, software and access issues through Slack, Jira and other channels, for a team spread across time zones
- Take on trickier or unresolved technical issues, and dig into recurring ones so we fix the root cause
- Set up and manage accounts, access and permissions across core systems, including Google Workspace, identity management and SaaS tools
- Work with People Operations to make onboarding and offboarding smooth and secure
- Look after company devices and IT inventory, from provisioning to retirement
- Manage IT suppliers (e.g. Atlassian, LastPass, JetBrains) and work with Finance on licences, renewals and costs
- Use AI and automation to streamline support, and keep documentation, guides and self-service resources up to date
- Partner with the Security team on compliance activities and internal controls
What we're looking for
- Experience in IT support or a helpdesk role, ideally in a modern, SaaS-driven environment
- Comfortable troubleshooting on Mac and Windows, with good exposure to SaaS tools and end-user devices
- Curious about AI: LLMs are already part of how you troubleshoot, research or automate, and sharing what works with others comes naturally
- Hands-on experience administering Google Workspace or a similar identity platform
- Real care for the people you support and the experience they have, beyond just closing tickets
- Clear written and spoken English, and a habit of documenting how things work
- Happy working remotely in a distributed team, and good at knowing when to ask for input
Nice to have
- Experience with Jira Service Management or similar ticketing tools
- Familiarity with MDM tools (e.g. Intune)
- Exposure to security and compliance frameworks (e.g. SOC 2, ISO 27001)
- Experience managing SaaS vendors and licensing
- Basic scripting or automation (e.g. Bash, PowerShell, or AI-assisted)
Benefits
- 15 days paid vacation per year plus 18 public holidays
- Private Healthcare
- Monthly team bonding allowance
- Menopause support
- Choice of a workstation
- Ability to work for up to 3 months per year from any country in the world
- Fun and collaborative environment with a focus on making a difference in the world
- Training allowance of up to $750 USD and $250 USD to spend on your home office every year
Apply
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About Masabi
We're driving the fare payment revolution, powering the journeys of millions all over the world.
Masabi builds 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.
Mission
Make transit fair and accessible for all
Key facts
- fare collection platforms / public transport technology
- Justride platform is used in over 250 locations globally
- Industry-first mobile ticketing SDK
- Remote-first team
Partners & customers
What they value
- Driven by Purpose
- Encouraged to Accelerate
- Advancing with Empathy
- Openness and trust
- Learning, not blame