Bilingual Technical Support (Mandarin)

About the role The Technical Support (Bilingual) role is responsible for providing technical support to customers and developers integrating with the company's API solutions. This role focuses on assisting clients with onboarding, troubleshooting integration issues, and ensuring a seamless customer experience throughout the integration process. The position serves as a key point of contact between customers and internal technical teams, helping resolve issues, provide guidance on API functionality, and support successful implementations. Key responsibilities Assist customers and developers with API onboarding and integration Provide technical guidance on API functionality and best practices Troubleshoot and resolve API-related issues Communicate directly with customers and IT teams to understand requirements and recommend suitable solutions Support customers through testing and implementation activities Investigate integration issues by reviewing system logs and error messages Work closely with development and technical teams to identify root causes and resolve issues Monitor API performance and escalate issues when necessary Maintain accurate documentation of support cases and solutions Identify opportunities to improve API support processes and customer experience About you Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field Equivalent work experience may be considered At least 3 years of customer-facing experience in a technical support, application support, or API support role Experience supporting software applications, APIs, or system integrations Basic knowledge of SQL and database queries Experience using ticketing or support management tools Fluent in Mandarin and English (written and verbal) Strong troubleshooting and analytical skills Excellent customer service and stakeholder management skills Ability to explain technical concepts to both technical and non-technical users