Customer Technical Support Engineer – French Speaker
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Job Description
Customer Technical Support Engineer providing remote support for transit agencies worldwide. Engage with customers to troubleshoot technical issues and ensure smooth operations of our Justride platform.
Responsibilities:
- Act as the primary contact for 1st and 2nd line technical support via phone and email
- Diagnose and troubleshoot incidents, working closely with Product and Engineering to ensure timely and effective resolution
- Manage incident reports, customer communications, and escalations, maintaining clear and supportive communication throughout
- Resolve technical and non-technical issues in a professional, empathetic, and customer-focused way
- Investigate platform and hardware issues across our Justride system
- Assist with customer configurations for special events and ticketing programs
- Deliver training to customers via video conferencing and occasional in-person sessions
- Create and maintain internal documentation, FAQs, and technical reference materials
- Build a strong understanding of our products and how they’re used in real-world scenarios
- Participate in on-call rotations during critical launches and go-live periods
Requirements:
- Proven experience in a client-facing technical support or engineering role
- Strong technical skills with a structured and thoughtful approach to problem solving
- Fluency in French and excellent communication skills in both French and English
- Comfortable working both independently and collaboratively in fast-paced environments
- Familiar with support tools and platforms such as Salesforce or Zendesk
- Enjoy sharing knowledge and supporting others
- Nice to Have
- Experience with relational databases (SQL)
- Knowledge of frontend, backend or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java)
- Familiarity with REST APIs and version control systems like Git
- Experience with cloud platforms, especially AWS
- Background in the transit or mobility industry
Benefits:
- 20 days of vacation per year (in addition to regional public holidays). On top of this, our office is shut every year between Christmas and New Year, totaling 28+ days of vacation
- Private Healthcare and Life Insurance via GP (EOR)
- Menopause support
- Corporate workstation
- Training allowance of up to $1300 CAD per year
- $325 CAD per year to spend on your home office
- $50 CAD per month in team building
- Ability to work for up to 3 months per year from any country in the world
- Enhanced family leave
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