Tech Support Engineer

Tech Support Engineer at 99 Join to apply for the Tech Support Engineer role at 99 . 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 shared mobility services 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, and it is committed to collaborating with policymakers and the community to solve transportation, environmental and employment challenges through AI and local smart transportation innovations. For more information, please visit: About the Team / Role We are DiDi international quality team, primarily focused on ensuring the high‑quality delivery of our company's global products. Through agile development, technological innovation such as automated testing and AI, and continuous learning, we enhance testing efficiency and user experience. We optimize processes, advance technology, and ensure product stability and competitiveness to drive international business success. (Chinese version omitted for brevity.) Responsibilities 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. Collaborate with local operations and customer service teams to provide fast and effective technical support for internal systems, enhancing system usability and availability. Co‑establish an overseas information monitoring system in coordination with domestic teams — including rider‑driver feedback chat groups, public sentiment monitoring, and customer service call analysis. Organize and lead localized product experience initiatives to promote the concept of “high quality, excellent user experience” and foster a user‑centric quality mindset. Conduct comprehensive localization testing across all scenarios, including functionality, UI/UX interactions, environmental compatibility, and content/copy validation, ensuring product delivery quality. 1、负责海外用户线上问题的感知、定位和排查，通过各种渠道主动收集和反馈用户遇到的问题，快速推动解决，做好用户问题的闭环管理。 2、和当地运营以及客服协作，对内部系统提供快速高效的技术支持，提高内部系统可用以及易用性。 3、和国内一起建立海外信息雷达，包括但不限于司乘反馈群，舆情监控、客服进线分析等。 4、组织开展海外本地化产品体验活动，传递 “高质量、好体验” 理念，提升以用户为导向的质量体验意识。 5、负责本地化全场景测试，覆盖功能交互、环境适配、文案等维度，保障产品交付质量。 Qualifications 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. Proficient in Chinese, English, and Portuguese, with strong verbal and written communication skills and the ability to engage in face‑to‑face interactions. Strong cross‑functional coordination and process management skills, with excellent communication and execution capabilities. Highly resilient under pressure, with strong business acumen, a high sense of responsibility, and strong self‑motivation. Familiarity with Latin American markets, including aspects such as payment systems and regulatory compliance. Experience in customer service coordination or user operations is preferred. 1、本科及以上学历，专业不限，技术支持、测试、测开、售后、售前、出海业务优先。 2、掌握中文、英文以及葡语三种语言，有良好的听说读写和面对面交流的能力。 3、有较强的跨部门协调和流程管理能力，优秀的沟通技巧和推动力。 4、抗压能力强，业务敏感度高，有强烈的责任心和自驱力。 5、熟悉拉美市场特性（如支付、合规等）；有客服对接或用户运营经验更优。 Diversity & 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. We practice inclusion, plurality, and respect, and we count on the governance of the Diversity Committee. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). #J-18808-Ljbffr