Technical Support Analyst

Company Overview:
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.

LI-Hybrid

Team Overview:
The Fintech Technical Support Team is a team to support fintech technology operation in Mexico. Technical Support Engineer is responsible for monitoring system performance, and collaborating closely with peer teams as well as external vendors to solve the issues successfully.

Role Responsibilities:

- Monitoring technical system performace daily: own and maintain the core Fintech technical system metrics, dashboards, monitors and alarms; on duty to watch for the metrics abnormal changes, stay alert to the alarms, stand by to check in for production issues and provide technical support.
- Facilitating the issue resolution: dive deep to understand the issue thoroughly, figure out the business impact quickly, take immediate actions to to resolve them following SOPs, or escalate to engineering support team; maintain up-to-date POC contacts for all the functional teams in Fintech and its dependent Didi teams, reach out to the appropriate POC if need for help; when external vendors are involved, touch base with them on cooresponding communication channels and chase for resolution.
- Raising the bar for system performance: identify defects in metrics coverage and accuracy, raise to corresponding teams for improvement; proactively identify potential issues and bring the risk to attention before it reaches production.
- Sticking to efficiency: build and optimize SOP for common business and technical issues, improve needed toolings, and simplify issue resolution processes.
- Showing visibility: host weekly meetings to review operational status with stakeholders, and seek for continuous improvement.
- On rotation with China technical support team for continuous monitoring daily, and hold hand-over sessions with each other before starting and closing the day during working days.

Role Qualifications:

- Bachelor's/ Post Graduate Degree: Bachelor+
- 2+ years of experience in customer facing technical support experience
- Soft Skills: acute sense for issues, excellent communication and document skills, strong commitment to quality of technical systems
- Hard Skills: Java, SQL, ability to set up monitors and dashboard, troubleshoot technical issues with ease and complexity
- Industry Background: Engineering (software developer or support engineer) / SRE (site reliability engineer)
- Preferred Industries Experience: Fintech / Payment / Cash loan / Credit card
- Spoken Languages: English + Spanish
- Work on site in Didi CDMX office, on duty 9am-9pm.

EEO Statement:

- We create customer 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.
- We believe in 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.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

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