Technical Support Specialist
IT, Customer Service
Mexico City, Mexico
Technical Support Specialist
Mexico City - Mexico
Engineering RegularAbout the company
DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.
Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura global colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa.
#LI-HybridAbout the team/role
Since DiDi officially launched its internationalization strategy in 2018, its businesses have expanded across multiple countries and regions in Latin America, the Asia‑Pacific and Africa, providing local markets with mobility, food delivery and innovative Fintech services.
As a key component of DiDi Finance’s internationalization strategy, our BNPL (Buy Now Pay Later) business is experiencing rapid growth in the Mexican market.
Join our Mexico‑localized technical team, and you will act as the core technical bridge connecting DiDi with local Mexican merchants. Your technical support and solution delivery will directly drive the roll‑out of DiDi BNPL on major e‑commerce platforms and merchant checkout pages. Together we will build Latin America’s leading digital payment ecosystem through highly‑available and standardized technical services!
In this role, you'll be...
- Standardized delivery execution: Assist local Mexican merchants with technical integration for the BNPL product in accordance with merchant onboarding SOPs, follow up on sandbox environment joint debugging, parameter configuration and production environment validation.
- Front‑line technical troubleshooting: Serve as the direct technical contact for merchant onboarding, support merchant developers in resolving common errors arising during integration, including API invocation, signature encryption and Webhook reception.
- Work‑ticket dispatching and closed‑loop management: Perform basic bug diagnosis by reviewing backend logs and running SQL queries. Resolve simple configuration issues directly; clearly document complex system defects, escalate them to the product‑R&D team, and track issues until full closure.
- Documentation and process maintenance: Collect and compile frequently‑encountered merchant onboarding issues, contribute to localized technical‑integration FAQs and operation manuals to reduce communication overhead for new merchants.
We're eager to be in touch because you have...
- Technical background: Bachelor’s degree in Computer Science or other relevant science‑and‑engineering disciplines, with 1‑3 years of working experience in technical support, system testing or junior‑level R&D.
- Troubleshooting tool proficiency: Familiar with RESTful API and JSON interaction specifications; able to read backend error logs (Java / Python); proficient in using SQL statements for data investigation.
- Service‑oriented mindset: Strong execution capability and patience, good stress tolerance. Capable of handling heavy daily liaison and configuration work calmly, with solid customer‑service awareness.
- Language requirement: Excellent English proficiency in listening, speaking, reading and writing.
You'll love working at DiDi because...
We create user 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.
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.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make 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.