Senior Support Engineer

Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

Team Overview

The Quality Management team is dedicated to ensuring service stability and continuous improvement in our international food delivery business. Our mission is to identify, analyze, and resolve online issues efficiently, driving cross-functional collaboration to enhance service quality. In this role, you will work closely with R&D, product, and operations teams to implement proactive monitoring, root cause analysis, and quality enhancement strategies. You will play a key role in incident management, data-driven quality improvement, and knowledge sharing, ensuring seamless operational performance in a high-paced, dynamic environment.

Role Responsibilities

• Promote the closed-loop handling of online issues in the international food delivery business, including issue discovery, response, positioning, loss-control, review, and follow-up.
• Conduct clustered and abstract analysis of online issues, and collaborate with teams such as technology, product, and operation to jointly improve.
• Be responsible for online quality measurement work, including the definition of data indicators, data collation, analysis, and interpretation.
• Sort out and summarize relevant tools and knowledge to empower front-line operation and customer service teams.

Role Qualifications

• Possess excellent Chinese and English communication skills, both written and verbal. Be able to actively participate in international meetings.
• Hold a background in computer science or related fields, with a minimum of a bachelor's degree. Possess over 3 years of experience in the Internet sector. Those with experience in test development or technical support will be given preference.
• Have a solid grasp of network fundamentals and a sound understanding of software engineering principles. A strong technical background in SQL, network analysis, and debugging tools like Charles and Postman. Be highly skilled in problem-location and resolution techniques.
• Exhibit strong cross-departmental coordination and process management capabilities. Be capable of proposing constructive solutions based on problems and influencing the improvement efforts of upstream and downstream departments.
• Have a high tolerance for stress and a strong sense of responsibility. Be able to swiftly react to unexpected scenarios and handle emergency issues efficiently.

EEO Statement

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms