Technical Support Agent– Remote
About the role
We are looking for a Technical Support Agent (Mandarin) to join SummitNext on a remote basis, supporting customers and partners of a developer-facing API/SaaS product. In this role, you will handle written support tickets, investigate technical issues using monitoring dashboards, and help customers understand issues related to API errors, latency, rate limits, and system incidents. You will work closely with the engineering team by reporting bugs, gathering the required information for investigation, handling infrastructure and maintenance requests, and escalating issues when they fall outside the documented support process.
Key responsibilities
Work on support tickets in Inco's internal support tool, which aggregates tickets from various sources, including platform chatbot, dashboard alerts, Slack messages, etc.
Triage each issue against Inco's monitoring dashboard and inform the customer which situation they are in: an incident on Inco's side (5xx errors, timeouts, outages), rate limiting (429 errors), or a problem with their own requests (400 errors such as malformed requests or prompts over the context limit)
Answer performance questions about latency, time to first token, and throughput, and confirm when an issue has been resolved
Post the first incident update to affected customers, using approved templates, when an alert fires, so customers hear from us before they write in
Take in bug reports, such as truncated or badly formatted model output, and collect what engineering needs to reproduce them: model, timestamp, sample request, and error message
Acknowledge infrastructure and maintenance requests from customers and partners, such as requests to take nodes offline, and route them to engineering
Escalate to Inco's on-call engineer whenever an issue does not resolve on its own or falls outside the documented playbook
About you
Strong written Mandarin. Reading and writing matter more than speaking."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
Comfortable with technical concepts like APIs, HTTP status codes, latency, rate limits, and reading metrics dashboards
Good judgment about what can be handled directly and what needs escalating, and calm handling of urgent issues
Experience supporting a developer-facing, API or SaaS product, ideally in Slack-based support