IT Support Engineer (Remote, Colombia)

// 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.

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 licenses, 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.