**Experienced Customer Technical Support Engineer Transit and Mobility

At arenaflex, 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 As an Experienced Customer Technical Support Engineer at arenaflex, you'll be on the front lines supporting leading transit agencies and technology partners around the world. Your mission is to deliver exceptional customer satisfaction by applying your technical expertise to investigate and resolve issues quickly and effectively. You'll act as a trusted partner to our customers, troubleshooting a range of technical challenges across our platform and hardware systems. Whether you're coordinating incident responses, contributing to product improvements, or delivering remote training, you'll play a key role in ensuring a seamless experience for agencies and riders alike. This is a dynamic, hands-on role with plenty of opportunities to deepen your technical skills and make a meaningful impact. Location This role is only open to candidates based in Canada and is fully remote. Fluency in French is mandatory for this position. Responsibilities Act as the primary contact for 1st and 2nd line technical support via phone and emailDiagnose and troubleshoot incidents, collaborating with Product and Engineering to ensure timely resolutionManage incident reports, customer communications, and escalations, ensuring service levels are metResolve technical and non-technical issues in a professional and customer-centric mannerInvestigate platform and hardware issues across our Justride systemAssist with customer configurations for special events and ticketing programsDeliver training to customers via video conferencing and occasional in-person sessionsCreate and maintain internal documentation, FAQs, and technical reference materialsBuild a deep understanding of our products and how they're used in real-world scenariosParticipate in on-call rotations during critical launches and go-live periodsAbout You Proven experience in a client-facing technical support or engineering roleStrong technical skills with a methodical, investigative approach to problem solvingFluency in French and excellent communication skills in both French and EnglishComfortable working independently and collaboratively in high-pressure environmentsFamiliar with support tools and platforms such as Salesforce or ZendeskKeen to share knowledge and mentor othersNice 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 GitExperience with cloud platforms, especially AWSBackground in the transit or mobility industrySome of our benefits Remote-first working environment with flexible hoursExtended health and dental coverageGenerous annual leave policy plus public holidaysAccess to co-working spaces in major citiesLearning and development budgetAnnual company retreat and team meetupsWork from anywhere for up to 3 months per yearWhy Join arenaflex ** Driven by Purpose We believe in journeys made simple. The work isnt always easy, but the best things never are.Encouraged to Accelerate** arenaflex is going places and our people are in the driving seat. Whether youre 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.**Were already powering journeys - are you ready to join us ** If you're passionate about making a difference in the lives of millions, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to creating a w At arenaflex, 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 indust