Customer Technical Support Engineer (FTC) - French Speaker

TL;DR

Customer Technical Support Engineer (French Speaker): Provide 1st and 2nd line technical support for global transit agencies using the Justride fare collection platform with an accent on troubleshooting platform and hardware issues, incident management, and customer training. Focus on diagnosing complex technical challenges, coordinating resolutions with engineering, and ensuring high customer satisfaction under pressure.

Location: Fully remote, only open to candidates based in Canada. Fluency in French is mandatory.

Company

We build fare collection platforms like Justride, used in over 250 locations globally for mobile ticketing and partnerships with Uber, Moovit, and Transit.

What you will do

• Act as primary contact for technical support via phone and email, diagnosing and resolving incidents.
• Collaborate with Product and Engineering on troubleshooting, escalations, and service level management.
• Investigate Justride platform and hardware issues, assist with configurations for events and programs.
• Deliver remote and occasional in-person training to customers.
• Create documentation, FAQs, and build deep product knowledge.
• Participate in on-call rotations during critical launches.

Requirements

• Fluency in French and excellent communication skills in both French and English
• Proven experience in client-facing technical support or engineering role
• Strong technical skills with methodical problem-solving approach
• Comfortable working independently and collaboratively in high-pressure environments
• Familiar with support tools like Salesforce or Zendesk

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 Git
• Experience with AWS
• Background in transit or mobility industry

Culture & Benefits

• 20 days vacation plus office shutdown between Christmas and New Year (28+ days total)
• Private healthcare and life insurance via GP (EOR)
• Training allowance up to $1300 CAD/year, $325 CAD home office setup, $50 CAD/month team building
• Corporate workstation and enhanced family leave
• Ability to work up to 3 months per year from any country
• Open, trusting culture empowering authentic selves, with support for underrepresented groups