IT Support Engineer - Masabi

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.

The Role

At Masabi, we power journeys for millions of transit riders every day. Behind that is a global, remote-first team, and you’ll make sure our own tech works just as smoothly for them.

As our IT Support Engineer, you’ll look after day-to-day IT for people across the business. That means fixing issues, getting people set up with the right access and devices, and keeping our systems secure and reliable. You’ll also look for the patterns behind the tickets and improve how we do things, so the same problem doesn’t come back twice.

We’re curious about what AI can do for IT. You’ll have room to try AI tools, automate repetitive work, and help colleagues get more out of them too.

Location: This role is only available to candidates based in Colombia in a fully remote model.

Responsibilities

• 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 our 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 our 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.

About You

• 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).

AI at Masabi

AI is becoming part of how we work at Masabi. You don’t need professional experience using AI tools, but we’d expect you’ve experimented with them and are curious about how they can help you learn, solve problems, and work more effectively.

Benefits

• 15 days paid vacation per year plus 18 public holidays.
• Private healthcare.
• Monthly team bonding allowance.
• Menopause support.
• Choice of workstation.
• Ability to work up to 3 months per year from any country in the world.
• Annual training allowance up to $750 USD.
• Annual home office stipend of $250 USD.