Senior Support Engineer

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

About The Team/role

The Quality Management team is dedicated to ensuring service stability and continuous improvement in our international food delivery business. Our mission is to identify, analyze, and resolve online issues efficiently, driving cross-functional collaboration to enhance service quality. In this role, you will work closely with R&D, product, and operations teams to implement proactive monitoring, root cause analysis, and quality enhancement strategies. You will play a key role in incident management, data-driven quality improvement, and knowledge sharing, ensuring seamless operational performance in a high-paced, dynamic environment.

In this role, you'll be...

• Promote the closed - loop handling of online issues in the international food delivery business, including issue discovery, response, positioning, loss - control, review, and follow - up.
• Conduct clustered and abstract analysis of online issues, and collaborate with teams such as technology, product, and operation to jointly improve.
• Be responsible for online quality measurement work, including the definition of data indicators, data collation, analysis, and interpretation.
• Sort out and summarize relevant tools and knowledge to empower front - line operation and customer service teams.

• Hold a background in computer science or related fields, with a minimum of a bachelor's degree.
• Over 3 years of experience in the Internet sector. Those with experience in test development or technical support will be given preference.
• Have a solid grasp of network fundamentals and a sound understanding of software engineering principles.A strong technical background in SQL, network analysis, and debugging tools like Charles and Postman. Be highly skilled in problem - location and resolution techniques.
• Exhibit strong cross - departmental coordination and process management capabilities. Be capable of proposing constructive solutions based on problems and influencing the improvement efforts of upstream and downstream departments.
• Have a high tolerance for stress and a strong sense of responsibility. Be able to swiftly react to unexpected scenarios and handle emergency issues efficiently.
• Excellent English communication skills, both written and verbal. Be able to actively participate in international meetings.
• Intermediate or Advanced Mandarin skills, for communication with the Chinese tech team

We create user value

We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.

We are data-driven

We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.

Win-win Collaboration

Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.

We believe in integrity

Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).