IT Support Engineer

Masabi; Puerto Bogotá; Remote; COP 40,000,000 - 70,000,000; Full time

Benefits offered by this job

15 days paid vacation + 18 holidays

Private Healthcare

Monthly team bonding allowance

Menopause support

Choice of a workstation

Work from anywhere up to 3 months per

Fun and collaborative environment

Training allowance for up to $750 USD

Job summary

Masabi is seeking an IT Support Engineer to handle day-to-day IT for a globally distributed, remote-first team. You’ll fix issues, set up access and devices, and help secure our systems while exploring AI tools to automate tasks.

Based in Colombia, you will be the frontline support for Slack, Jira, Google Workspace, and other tools, collaborating with People Operations and Security to improve onboarding and overall IT reliability.

Qualifications

• Experience in IT support or a helpdesk role in SaaS environments.
• Troubleshoot on Mac and Windows with SaaS tools.
• Curious about AI; share learnings with others.
• Experience administering Google Workspace or similar identity platform.
• Strong people skills and documentation habits.
• Excellent written and spoken English.
• Comfortable working remotely in distributed teams.

Responsibilities

• Be the first point of contact for IT support using Slack, Jira and other channels.
• Resolve hardware, software and access issues and manage accounts.
• Set up and manage permissions across core systems.
• Collaborate with People Operations on onboarding/offboarding.
• Maintain devices and IT inventory through provisioning and retirement.
• Coordinate IT vendors and licenses with Finance.
• Leverage AI to streamline support and update guides.
• Partner with Security on compliance and controls.

Skills

IT Support

SaaS Tools

English Proficiency

Troubleshooting

AI Curiosity

Tools

Slack

Jira

Google Workspace

LastPass

Atlassian

JetBrains

Identity Management

Job description

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
• 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.

Some Of Our Benefits_

• 15 days paid vacation per year plus 18 public holidays
• Private Healthcare
• Monthly team bonding allowance
• Menopause support
• Choice of a workstation
• Ability to work for up to 3 months per year from any country in the world
• Fun and collaborative environment with a focus on making a difference in the world

In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year.

Careers at Masabi are for people going places - driven by a mission to make transit fair and accessible for all.

// We are a network of innovators from all walks of life, passionate about making a difference. At Masabi, we operate with openness and trust, creating an environment where everyone feels empowered to bring their whole, authentic selves to work.

Whoever you are, just be yourself.

// We welcome applications from underrepresented groups, including disabled and neurodivergent people, and can make adjustments at any stage of the process. You’re also welcome to share your pronouns whenever you feel comfortable. Together, we simplify journeys, remove barriers, and improve daily life for millions.

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?