Technical Support Specialist

Company Overview DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días. Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura global colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa. #LI-Hybrid Team Overview Since DiDi officially launched its internationalization strategy in 2018, its businesses have expanded across multiple countries and regions in Latin America, the Asia‑Pacific and Africa, providing local markets with mobility, food delivery and innovative Fintech services. As a key component of DiDi Finance’s internationalization strategy, our BNPL (Buy Now Pay Later) business is experiencing rapid growth in the Mexican market. Join our Mexico‑localized technical team, and you will act as the core technical bridge connecting DiDi with local Mexican merchants. Your technical support and solution delivery will directly drive the roll‑out of DiDi BNPL on major e‑commerce platforms and merchant checkout pages. Together we will build Latin America’s leading digital payment ecosystem through highly‑available and standardized technical services! Role Responsibilities Standardized delivery execution : Assist local Mexican merchants with technical integration for the BNPL product in accordance with merchant onboarding SOPs, follow up on sandbox environment joint debugging, parameter configuration and production environment validation. Front‑line technical troubleshooting : Serve as the direct technical contact for merchant onboarding, support merchant developers in resolving common errors arising during integration, including API invocation, signature encryption and Webhook reception. Work‑ticket dispatching and closed‑loop management : Perform basic bug diagnosis by reviewing backend logs and running SQL queries. Resolve simple configuration issues directly; clearly document complex system defects, escalate them to the product‑R&D team, and track issues until full closure. Documentation and process maintenance : Collect and compile frequently‑encountered merchant onboarding issues, contribute to localized technical‑integration FAQs and operation manuals to reduce communication overhead for new merchants. Role Qualifications Technical background : Bachelor’s degree in Computer Science or other relevant science‑and‑engineering disciplines, with 1‑3 years of working experience in technical support, system testing or junior‑level R&D. Troubleshooting tool proficiency : Familiar with RESTful API and JSON interaction specifications; able to read backend error logs (Java / Python);…