Senior Support Engineer

Modeshift builds a multi-tenant SaaS platform for public transit: fare collection (including contactless payments), real-time vehicle tracking, passenger apps, and analytics. We run in 60+ cities across the US, Romania, and Bulgaria. The platform is tightly integrated with field hardware like on-board computers, validators, ticket vending machines, and handhelds.

The Role

You’ll be the primary technical contact for transit agency operators. You 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.

Technical Environment

Platform: Multi-tenant SaaS on Azure Ticketing: Jira Data: SQL, REST APIs, JSON, XML Tools: Azure portal (logs, service health), Excel, Power BI Hardware: Validators, TVMs, on-board computers, handhelds (you troubleshoot these remotely, not physically)

Day-to-day, you will:

• Triage, diagnose, and resolve support tickets across our cloud platform and integrated hardware
• Query databases and read logs in Azure to isolate issues before escalating to Engineering
• Own cross-system issues end-to-end: payment processing failures, real-time feed gaps, field device operational problems (remote monitoring, log analysis, troubleshooting)
• Write clear bug reports with reproduction steps, logs, and impact assessment
• Maintain the knowledge base and spot recurring patterns to drive systemic fixes

Qualifications

Required:

• Strong written and verbal English. You will communicate directly with US and EU clients.
• Experience with service management platforms (Jira, Zendesk, ServiceNow, or similar) including ticket triage, escalation, and SLA tracking
• Solid grasp of web technologies, networking, databases, and SQL
• Comfortable invoking and analyzing REST API requests for troubleshooting
• Comfortable working in cloud environments: reading logs, checking service health, navigating basic infrastructure (Azure preferred)
• Basic Linux/Unix command-line and log analysis
• Familiarity with structured data formats (JSON, XML)
• Experience with Excel or Power BI for operational reporting
• Regular use of AI assistants (ChatGPT, Claude, Gemini, or similar) for troubleshooting and research

Nice-to-have:

• Experience supporting B2B or multi-tenant SaaS platforms
• Experience building operational dashboards

Benefits

• Competitive remuneration package
• Health insurance
• Flexible working conditions (hybrid)
• Personal assistant for your car
• Sports membership