Technical Support Agent (Mandarin) – Remote
About the Role
We are looking for a Technical Support Agent (Mandarin) to join SummitNext on a remote basis, supporting customers and partners of a developer-facing API/SaaS product.
In this role, you will handle written support tickets, investigate technical issues using monitoring dashboards, and help customers understand issues related to API errors, latency, rate limits, and system incidents.
You will work closely with the engineering team by reporting bugs, gathering the required information for investigation, handling infrastructure and maintenance requests, and escalating issues when they fall outside the documented support process.
This role is ideal for individuals with strong written Chinese, good judgment when handling technical issues, and experience supporting a developer-facing, API, or SaaS product, preferably in a Slack-based support environment.
Responsibilities
- Work on support tickets in Inco's internal support tool, which aggregates tickets from various sources, including platform chatbot, dashboard alerts, Slack messages, etc.
- Triage each issue against Inco's monitoring dashboard and, if the ticket originates from a customer complaint, inform the customer which situation they are in: an incident on Inco's side (5xx errors, timeouts, outages), rate limiting (429 errors), or a problem with their own requests (400 errors such as malformed requests or prompts over the context limit).
- Answer performance questions about latency, time to first token, and throughput, and confirm when an issue has been resolved.
- Post the first incident update to affected customers, using approved templates, when an alert fires, so customers hear from us before they write in.
- Take in bug reports, such as truncated or badly formatted model output, and collect what engineering needs to reproduce them: model, timestamp, sample request, and error message.
- Acknowledge infrastructure and maintenance requests from customers and partners, such as requests to take nodes offline, and route them to engineering. The agent does not approve these.
- Escalate to Inco's on-call engineer whenever an issue does not resolve on its own or falls outside the documented playbook.
Volume and Hours
- Volume varies: up to 10–15 tickets a day during peak periods (launches, new customer onboardings, new vendor onboardings, and incidents) and 5–10 tickets a week during slow periods.
- All support is written. There is no phone support.
Requirements
- Strong written Chinese. Reading and writing matter more than speaking.
- Comfortable with technical concepts like APIs, HTTP status codes, latency, rate limits, and reading metrics dashboards. An engineering background isn't required, but the agent has to explain a technical issue accurately in plain language.
- Good judgment about what can be handled directly and what needs escalating, and calm handling of urgent issues.
- Experience supporting a developer-facing, API or SaaS product, ideally in Slack-based support.
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