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.
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
We don’t expect you to tick every box. What matters most is curiosity, a willingness to learn, and the motivation to take ownership of your work.
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.
Why Join Masabi?
Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.
Encouraged to Accelerate – Masabi 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.
We’re already powering journeys - are you ready to join us?

Work arrangement
Yes