Technical Support Engineer_Mandarin Needed

Job Responsibilities1. Product Usage Consultation and Issue Troubleshooting• Provide functional usage consultation and technical Q&A for Group’scommercial fintech products.• Troubleshoot and analyze product issues encountered by customers, identifyroot causes, and provide timely solutions.2. Issue Description Structuring and Cross-Team Collaboration• Structure customer-reported issues, including symptom descriptions,reproduction steps, environment information, impact scope, etc.• Prepare standardized issue documentation and communicate effectively withChina-based after-sales and R&D teams for escalation and follow-up.• Track issue handling progress to ensure information is synchronized andtransparent across all stages.3. Ticket Response and SLA Attainment• Respond promptly to tickets and email inquiries submitted by customers, strictlyfollowing customer service SLA requirements for response and handling.• Manage the full ticket lifecycle from intake, troubleshooting, and escalation toclosure, ensuring closed-loop management.• Regularly review ticket data and produce analysis reports to identify high frequency issues and improvement opportunities.4. Customer Communication and Service• Proactively communicate key information with customers, such as ticketprogress, solutions, and root causes.• Maintain an enthusiastic and professional service attitude to build strongcustomer trust.• Record customer feedback and suggestions, provide internal feedback, anddrive continuous optimization of products and services.
Job Requirements1. 3+ years of experience in technical support, operations, or customer service,with B2B service experience.2. Solid technical background; familiar with product troubleshooting and loganalysis methods; able to independently identify common technical issues.3. Familiar with ticketing systems and ticket handling processes; understands SLAconcepts and has practical experience in SLA attainment.4. Strong documentation skills; able to translate complex technical issues into clearissue description documents.5. Cross-team communication and collaboration skills; able to effectively connectthe customer side with China-based R&D teams.6. Fluent in Chinese and English, able to use both as daily working languages(spoken and written).7. Strong service awareness and communication skills; able to remain professionaland enthusiastic under pressure.
Preferred Qualifications• Knowledge of fintech products (e.g., EKYC, AML, identity verification, etc.).• Experience in Java backend development or operations.• Overseas work experience or cross-border/multinational team collaborationexperience.• Engineers proficient in both Chinese and English are a plus.