Senior Support Engineer

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.

For more information, please visit: www.didiglobal.com/news

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Team Overview

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

Role Responsibilities

• Develop a thorough understanding of financial payment knowledge; review requirements, specifications, and technical design documents
• Fully understanding the knowledge of financial payment, reviewing requirements, specifications, and technical design documents, and providing timely and meaningful feedback.
• In the UAT stage, formulating detailed, comprehensive, and well-structured test plans and test cases, executing or guiding, summarizing, and providing timely feedback on defects and problems, promoting repairs, and ensuring a high-quality product release.
• Monitor technical system performance daily; own and maintain the core Fintech technical system metrics, dashboards, monitors, and alarms. Stand by to respond to production issues and provide technical support
• Dive deep to understand issues thoroughly, figure out the business impact quickly, take immediate actions to resolve them following SOPs, or escalate to the engineering support team.
• Performing competitive product research and analysis.
• Handling other duties as assigned.

Role Qualifications

• Bachelor's/ Post Graduate Degree: Bachelor+, major in Computer Science, Electrical Engineering, Mathematics, Applied Mathematics, or a related field
• 3+ years of experience in customer facing technical support experience or relevant development/testing experience
• Excellent logical thinking, problem-solving, and analytical skills.
• Clear oral and written communication in English.
• Strong sense of ownership.
• Relevant knowledge is preferred.
• Ability to excel in a cross-functional team environment.
• Proficiency in at least one programming language: Java preferred.
• 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.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms