IT Support Engineer

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.

Your own journey is important to us too. Choosing a role here 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.

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