Technical Support Agent, Mandarin

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Manage written support requests in Inco's internal support tool, sourced from chatbots, dashboard alerts, Slack communications, and various other channels.

• Assess customer issues utilizing Inco's monitoring dashboard.

• Clarify incidents, rate limiting, and problems requested by customers.

• Respond to inquiries regarding latency, time to first token, and throughput.

• Verify when issues have been resolved.

• Provide initial incident updates to affected customers using approved templates.

• Gather reproduction details for bug reports, including model, timestamp, sample request, and error message.

• Acknowledge and direct infrastructure and maintenance requests to the engineering team.

• Escalate unresolved or out-of-scope issues to Inco's on-call engineer.

• Assist customers and partners utilizing a developer-facing API/SaaS product.

⛳️ Requirements

• Proficient in written Chinese; reading and writing skills are more critical than speaking.

• Familiarity with APIs, HTTP status codes, latency, rate limits, and interpreting metrics dashboards.

• Capability to articulate technical issues clearly in simple language.

• Good judgment on what issues can be handled directly and which require escalation.

• Composed demeanor when addressing urgent matters.

• Experience in supporting a developer-facing API or SaaS product, preferably in a Slack-based support environment.

• An engineering background is not mandatory.

🏝️ Benefits

• Opportunity for remote work.

• Support is provided exclusively in written form; there is no phone support.