Technical Support Engineer, Global Payments
1、Client Technical Support & Problem Solving: Serve as the primary technical contact for key regional and global merchants. Independently investigate, troubleshoot, and resolve complex API/H5 integration issues, transaction failures, and business queries.
2、Cross-Functional Collaboration: Act as a bridge between overseas merchants and internal teams (Product, R&D, Operations, Risk). Establish efficient escalation channels to resolve merchant issues smoothly across time zones.
3、Service & Tooling Optimization: Continuously optimize internal support workflows, API documentation, and monitoring/alerting systems. Proactively detect issues before merchants report them and implement preventative solutions.
4、Product Improvement & Insights: Analyze recurring support tickets, technical pain points, and regional merchant requirements. Translate feedback into actionable product/technical feature requests to drive product iterations.
5、Competitive Analysis & Technical Advisory: Leverage daily merchant insights to monitor industry trends and competitor offerings across the APAC market, driving continuous improvement in our payment capabilities.
1、Education & Experience: Bachelor’s degree or above in Computer Science, Software Engineering, or related technical fields. 3+ years of experience in enterprise technical support, technical account management, or solution consulting in the IT/Internet sector.
2、Domain Knowledge: Prior experience in Cross-border Payments, Fintech, or E-commerce is highly preferred. Hands-on experience with API/Webhooks debugging, Postman, SQL, or software development is a strong plus.
3、Language & Communication:
Mandatory: Professional working proficiency in English (written and spoken) to interface with international clients and handle technical documentation.
Mandatory: Fluent in Mandarin (written and spoken) to communicate effectively with internal R&D, Product, and Operations teams in China.
4、Soft Skills: Excellent customer-facing communication, analytical problem-solving, and cross-border collaboration skills. Ability to handle high-priority production incidents under pressure