Technical Support Analyst

Didi; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading mobility technology platform seeks a Technical Support Analyst to monitor system performance and resolve technical issues in Mexico City. The role requires a Bachelor's degree and 2+ years in customer-facing technical support, with skills in Java and SQL. Proficiency in English and Spanish is essential. Join a committed team that prioritizes innovation and continuous improvement.

Formación

• Minimum 2 years of customer-facing technical support experience.
• Must be able to communicate effectively in English and Spanish.
• Experience in fintech or related fields preferred.

Responsabilidades

• Monitoring technical system performance daily and providing technical support.
• Facilitating issue resolution and raising system performance standards.
• Building and optimizing SOPs for common technical issues.

Conocimientos

Java

SQL

Communication skills

Technical troubleshooting

Issue awareness

Educación

Bachelor's Degree

Descripción del empleo

Technical Support Analyst

Job Locations: MX-MEX-Mexico City

ID: 2025-17025

Category: Engineering
Employee Class: Regular

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.

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid

Team Overview

The Fintech Technical Support Team supports fintech technology operations in Mexico. The Technical Support Engineer monitors system performance and collaborates closely with peer teams and external vendors to solve issues successfully.

Role Responsibilities

• Monitoring technical system performance daily: own and maintain core fintech technical system metrics, dashboards, monitors, and alarms; watch for metric anomalies, standby to check production issues and provide technical support.
• Facilitating issue resolution: dive deep to understand issues, assess business impact quickly, take immediate actions following SOPs, or elevate to engineering support. Maintain up‑to‑date POC contacts for all functional teams; engage external vendors as needed.
• Raising system performance bar: identify defects in metrics coverage and accuracy, raise concerns to corresponding teams, and proactively surface potential risks before production impact.
• Sticking to efficiency: build and optimize SOPs for common business and technical issues, improve tooling, and simplify issue resolution processes.
• Showing visibility: host weekly meetings to review operational status with stakeholders and pursue continuous improvement.
• On rotation with the China technical support team for continuous daily monitoring, holding hand‑over sessions each working day.

Role Qualifications

• Bachelor's / Post Graduate Degree: Bachelor+.
• 2+ years of customer‑facing technical support experience.
• Soft Skills: acute issue awareness, excellent communication and documentation skills, strong commitment to the quality of technical systems.
• Hard Skills: Java, SQL, ability to set up monitors and dashboards, troubleshoot technical issues with ease and complexity.
• Industry Background: Engineering (software developer or support engineer) / SRE (site reliability engineer).
• Preferred Industries Experience: Fintech / Payment / Cash loan / Credit card.
• Spoken Languages: English + Spanish.
• Work on site at DiDi CDMX office, 9am‑9pm.

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 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 at https://careers.didiglobal.com/terms.

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