Tech Support Engineer

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Tech Support Engineer About the company

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

We are DiDi international quality team, primarily focused on ensuring the high-quality delivery of our company's global products, covering the entire product lifecycle. Through agile development, technological innovation (such as automated testing and AI), and continuous learning, we enhance testing efficiency and user experience. With a global perspective, our team is committed to optimizing processes and advancing technological frontiers, ensuring product stability and competitiveness to drive the success of our international business.

In this role, you'll be...

1. Identify and resolve online issues for overseas users by proactively collecting, investigating, and tracking problems through various channels. Ensure timely resolution and full-cycle management of user issues.
2. Collaborate with local operations and customer service teams to provide fast and effective technical support for internal systems, enhancing system usability and availability.
3. Co-establish an overseas information monitoring system in coordination with domestic teams — including, but not limited to, rider-driver feedback chat groups, public sentiment monitoring, and customer service call analysis.
4.Organize and lead localized product experience initiatives to promote the concept of “high quality, excellent user experience” and foster a user-centric quality mindset.
5.Conduct comprehensive localization testing across all scenarios, including functionality, UI/UX interactions, environmental compatibility, and content/copy validation, ensuring product delivery quality.

We're eager to be in touch because you have...

1.Bachelor’s degree or above in any discipline. Background in technical support, QA/testing, test development, pre-sales/post-sales, or overseas business is preferred.
2.Proficient in Chinese, English, and Portuguese, with strong verbal and written communication skills and the ability to engage in face-to-face interactions.
3.Strong cross-functional coordination and process management skills, with excellent communication and execution capabilities.
4.Highly resilient under pressure, with strong business acumen, a high sense of responsibility, and strong self-motivation.
5.Familiarity with Latin American markets, including aspects such as payment systems and regulatory compliance. Experience in customer service coordination or user operations is prefered.

You'll love working at DiDi because...

We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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