Senior Support Engineer

 Modeshift builds the software platform that runs public transport for 60+ cities across Europe and the US. Our platform covers contactless fare collection, real-time vehicle tracking, passenger mobile apps, operator tools, and the back-office systems behind them. From checking an arrival time to tapping to board, passengers interact with Modeshift-powered systems throughout the journey.

We’re hiring a Senior Support Engineer to be the primary technical contact for transit agency operators.

What you’d work on

You’ll triage tickets, reproduce issues across cloud services and field devices, and either resolve them yourself or bring in the right developer with a clear problem statement. We expect you to build enough system knowledge to handle most issues on your own within a few months. Day to day, that means:

• Triaging, diagnosing, and resolving tickets across the cloud platform and integrated hardware
• Querying databases and reading logs in Azure to isolate issues before escalating to Engineering
• Owning cross-system issues end-to-end: payment processing failures, real-time feed gaps, field device problems
• Writing clear bug reports with reproduction steps, logs, and impact assessment
• Maintaining the knowledge base and spotting recurring patterns to drive systemic fixes

Our technical environment

• Platform: multi-tenant SaaS on Azure
• Ticketing: Jira (Zendesk / ServiceNow or similar) is a plus
• Data and integrations: SQL, REST APIs, JSON, XML
• Tools: Azure portal (logs, service health), Excel, Power BI
• Hardware context: validators, TVMs, onboard computers, handhelds – remote troubleshooting, log analysis, and operational investigation, not physical repair

What we look for

• Strong written and verbal English; you’ll communicate directly with US and EU clients
• Service management platforms (Jira, Zendesk, ServiceNow, or similar): triage, escalation, SLA tracking
• Solid grasp of web technologies, networking, databases, and SQL
• Comfortable invoking and analyzing REST API requests for troubleshooting
• Comfortable in cloud environments: reading logs, checking service health, basic infrastructure (Azure preferred)
• Basic Linux/Unix command line and log analysis
• Familiarity with structured data formats (JSON, XML)
• Excel or Power BI for operational reporting
• Clean escalation summaries and clear communication of impact and severity
• Able to distinguish an incident, a bug, a configuration issue, a client misunderstanding, and a data issue
• AI tools are part of how you work. We use Claude and other frontier tools daily, and if that doesn’t excite you, you won’t like it here.

Bonus: supporting B2B or multi-tenant SaaS platforms; building operational dashboards.

How we work

Hybrid in Sofia, with flexibility week to week. Decisions are made by whoever is closest to the problem.

Compensation and benefits

• Performance bonus
• Premium private health insurance
• Hybrid work, home or office
• Personal assistant for your car
• MultiSport or equivalent
• Clear ownership, direct access to decision-makers, and real product impact

Interview process

Short screening call first. If that goes well, a technical troubleshooting interview covering SQL, REST APIs, logs, cloud service health, structured issue analysis, and client communication. The final round is with the team and focuses on ownership, escalation quality, and how you work. We aim to close within two to three weeks of the first call.

About Modeshift

A transit technology company building the systems that make public transport work, growing across the EU and the US.