Technical Support Engineer (Mandarin Speaker)

Role Description This full-time Technical Support Engineer (Mandarin Speaker) role at 出海易Chuhaiyi is a hybrid position based in the Mexico City Metropolitan Area, with flexibility for partial work from home. The role involves providing technical support to customers, diagnosing and resolving product and service issues, and guiding users through setup, configuration, and best practices. The Technical Support Engineer will communicate with customers in Mandarin and English, document cases in ticketing systems, and collaborate with engineering and product teams to escalate and resolve complex issues. Daily activities include troubleshooting technical problems, monitoring recurring issues, contributing to knowledge base articles, and ensuring a high standard of customer satisfaction through clear, empathetic communication. The role may also involve occasional participation in product testing, feedback collection, and support process improvements.
Qualifications
Strong Technical Support and Troubleshooting skills to diagnose, investigate, and resolve software and system issues.
Proficient Analytical Skills to interpret logs, identify root causes, and recommend effective solutions.
Customer Support and Customer Service skills to handle inquiries, manage expectations, and ensure a positive user experience.
Fluency in Mandarin (spoken and written) and strong English communication skills.
Experience with ticketing or CRM systems and basic understanding of networking or web technologies.
Ability to work effectively in a hybrid environment, manage time independently, and collaborate with cross-functional teams.
Previous experience in technical support or related roles; experience with international or cross-border products is a plus.
Relevant technical education or equivalent practical experience in IT, computer science, or related fields.

Work arrangement
Yes