Bilingual Technical Support (Mandarin)

Private Advertiser; Taguig; On-site; PHP 360,000 - 540,000; Full time

Job summary

Private Advertiser is seeking a Technical Support (Bilingual) specialist to assist customers and developers with API onboarding and integration. You will provide API guidance, troubleshoot issues, and coordinate with IT teams to ensure smooth implementations.

Ideal candidates have 3+ years in technical support, strong SQL basics, and fluency in Mandarin and English. You will document cases, support testing activities, and look for ways to improve overall API support processes.

Qualifications

• Bachelor's degree in IT, CS, Engineering, or related field.
• 3+ years in customer-facing technical support roles.
• Experience with APIs or system integrations.
• Basic SQL knowledge.
• Experience using ticketing or support management tools.
• Fluent in Mandarin and English (written and spoken).
• Strong troubleshooting and analytical skills.
• Excellent customer service and stakeholder management.
• Ability to explain technical concepts to diverse users.

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 with customers and IT teams to understand requirements and recommend solutions.
• Support customers through testing and implementation activities.
• Investigate integration issues by reviewing system logs and error messages.
• Work with development teams to identify root causes and resolve issues.
• Monitor API performance and escalate issues when needed.
• Maintain documentation of support cases and solutions.
• Identify opportunities to improve API support processes and customer experience.

Skills

API support

Troubleshooting

SQL basics

Documentation

Customer service

Communication

Onboarding

Mandarin

English

Education

Bachelor's degree in IT/CS/Engineering

Tools

Ticketing tools

Job description

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 elevate 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