Remote Mandarin API Support Specialist (Part-Time)

SummitNext

Malaysia

Remote

MYR 13,000 - 20,000

Part time

14 days+

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Job summary

SummitNext is seeking a Technical Support Agent (Mandarin) to support customers of a developer-facing API/SaaS product. This is a remote, part-time role in Malaysia, focusing on written support tickets and clear technical explanations.

You will triage issues, report bugs, gather reproduction details, and escalate when needed. The role emphasizes strong written Chinese, calm judgment, and experience with API/SaaS environments, ideally in Slack.

Qualifications

Strong written Chinese; reading and writing matter more than speaking.
Familiar with APIs, HTTP status codes, latency, rate limits, and dashboards.
Ability to explain a technical issue clearly in plain language.
Experience supporting developer-facing API or SaaS products, preferably in Slack.
Good judgment on what can be handled directly and what needs escalating.

Responsibilities

Handle written support tickets in the internal tool and from multiple sources.
Triage issues using monitoring dashboards and classify as incident, rate limit, or bad requests.
Explain latency, time to first token, and throughput; confirm issue resolution.
Post initial incident updates to customers using approved templates.
Collect bug reproduction details: model, timestamp, sample request, error message.
Acknowledge infrastructure/maintenance requests and route to engineering; do not approve.
Escalate to on-call engineer when issues persist or are out of scope.