IT Support Specialist (English)

About The Company

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

About The Team/role

The Fintech Technical Support Team is a team to support fintech technology operation in Brazil. Technical Support Engineer is responsible for monitoring system performance, and collaborating closely with peer teams as well as external vendors to solve the issues successfully.

In this role, you'll be...

• Monitoring technical system performace daily: own and maintain the core Fintech technical system metrics, dashboards, monitors and alarms;
• On duty to watch for the metrics abnormal changes, stay alert to the alarms, stand by to check in for production issues and provide technical support.
• Facilitating the issue resolution: dive deep to understand the issue thoroughly, figure out the business impact quickly, take immediate actions to to resolve them following SOPs, or escalate to engineering support team; maintain up-to-date POC contacts for all the functional teams in Fintech and its dependent Didi teams, reach out to the appropriate POC if need for help; when external vendors are involved, touch base with them on cooresponding communication channels and chase for resolution.
• Raising the bar for system performance: identify defects in metrics coverage and accuracy, raise to corresponding teams for improvement; proactively identify potential issues and bring the risk to attention before it reaches production.
• Sticking to efficiency: build and optimize SOP for common business and technical issues, improve needed toolings, and simplify issue resolution processes.
• Showing visibility: host weekly meetings to review operational status with stakeholders, and seek for continuous improvement.
• On rotation with China technical support team for continuous monitoring daily, and hold hand-over sessions with each other before starting and closing the day during working days.
  
  
  

We're eager to be in touch because you have...

• Bachelor's/ Post Graduate Degree: Bachelor + experience in customer facing technical support experience
• Soft Skills: acute sense for issues, excellent communication and document skills, strong commitment to quality of technical systems
• Hard Skills: Java, SQL, ability to set up monitors and dashboard, troubleshoot technical issues with ease and complexity Industry
• Background: Engineering (software developer or support engineer) / SRE (site reliability engineer)
• Preferred Industries Experience: Fintech / Payment / Cash loan
• Spoken Languages: English + Portugues
  
  
  

You'll love working at DiDi because...

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).