Technical Support Agent, Mandarin

Job not on LinkedIn

🔥 1 minute ago

🇲🇾 Malaysia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SummitNext

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

📦 Logistics

💼 Consulting

Logistics • Consulting • Customer Experience

SummitNext is a global outsourcing partner headquartered in Malaysia, specializing in scalable and cost-effective solutions for various business needs. With a focus on customer experience optimization, recruitment process outsourcing, and operational support, SummitNext helps companies scale efficiently by providing tailored solutions in talent-rich regions. Their expertise extends to ensuring security and compliance while integrating advanced technologies like AI for enhanced operational effectiveness, making them a trusted partner for businesses looking to grow without the burden of overheads.

📋 Description

• Handle written support tickets in Inco's internal support tool from chatbots, dashboard alerts, Slack messages, and other sources • Triage customer issues using Inco's monitoring dashboard • Explain incidents, rate limiting, and customer-request problems • Answer questions about latency, time to first token, and throughput • Confirm when issues have been resolved • Post initial incident updates to affected customers using approved templates • Collect reproduction details for bug reports, including model, timestamp, sample request, and error message • Acknowledge and route infrastructure and maintenance requests to engineering • Escalate unresolved or out-of-scope issues to Inco's on-call engineer • Support customers and partners using a developer-facing API/SaaS product

🎯 Requirements

• Strong written Chinese; reading and writing matter more than speaking • Comfortable with APIs, HTTP status codes, latency, rate limits, and reading metrics dashboards • Ability to explain technical issues accurately in plain language • Good judgment about what can be handled directly and what needs escalating • Calm handling of urgent issues • Experience supporting a developer-facing, API, or SaaS product, ideally in Slack-based support • Engineering background is not required

🏖️ Benefits

• Remote work • Written-only support; no phone support