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.

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We are looking for a high-caliber  Technical Support Specialist to manage and facilitate the resolution of complex issues within our online systems. This is not a traditional IT Helpdesk role; you will be responsible for the health of live production systems, coordinating across cross-functional teams, and utilizing technical tools to diagnose and resolve deep-seated system issues.

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  End-to-End Incident Management: Go beyond just filing tickets. You will own the issue from detection to resolution, coordinating with engineering and product teams to ensure timely fixes.

  
  


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  System Monitoring & Diagnosis: Use dashboards, SQL queries, and Shell commands to investigate system anomalies and identify root causes.

  
  


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  Cross-Functional Collaboration: Act as the technical bridge between front-line operations and back-end engineering teams.

  
  


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  Process Improvement: Identify recurring patterns in system failures and suggest long-term technical or procedural solutions.

  
  

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  Education: Bachelor’s degree or higher (exceptional candidates with equivalent experience will be considered).

  
  


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  System Support Experience: Proven track record in online system support. You must have experience not just documenting issues, but facilitating their resolution across multiple technical teams.

  
  


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  Technical Proficiency: * Strong ability to write and execute SQL queries for data extraction and troubleshooting.

  
  
  
  
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    Comfortable using Shell/Linux commands.

    
    
  
  
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    Experience navigating and interpreting system monitoring dashboards.

    
    
  
  
  
  


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  Non-Traditional IT Background: We are looking for candidates experienced in production environments. Experience limited solely to internal IT support (e.g., MS Office, hardware setup) is not a fit for this specific role.

  
  

Nice to have:

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  Fast Learner: Ability to pivot quickly and master proprietary internal tools and complex system architectures.

  
  


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  Cross-Cultural Experience: Previous experience working within Chinese companies or a strong familiarity with the collaboration styles and culture of Chinese technical teams is a significant advantage.

  
  


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  Communication: Fluent in English and Spanish to effectively bridge communication between global teams.

  
  

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms