Technical Support Agent, Mandarin

• Handle written support tickets in Inco's internal support tool from chatbots, dashboard alerts, Slack messages, and other sources
• Triage customer issues using Inco's monitoring dashboard
• Explain incidents, rate limiting, and customer-request problems
• Answer questions about latency, time to first token, and throughput
• Confirm when issues have been resolved
• Post initial incident updates to affected customers using approved templates
• Collect reproduction details for bug reports, including model, timestamp, sample request, and error message
• Acknowledge and route infrastructure and maintenance requests to engineering
• Escalate unresolved or out-of-scope issues to Inco's on-call engineer
• Support customers and partners using a developer-facing API/SaaS product

• Strong written Chinese; reading and writing matter more than speaking
• Comfortable with APIs, HTTP status codes, latency, rate limits, and reading metrics dashboards
• Ability to explain technical issues accurately in plain language
• Good judgment about what can be handled directly and what needs escalating
• Calm handling of urgent issues
• Experience supporting a developer-facing, API, or SaaS product, ideally in Slack-based support
• Engineering background is not required

• Remote work
• Written-only support; no phone support