{"id":3513531,"url":"https://alion.io/job/summit-next-technical-support-agent-mandarin-remote-malaysian","title":"Technical Support Agent (Mandarin) – Remote - Malaysian","company":{"id":4489191,"name":"SummitNext","domain":"summitnext.com","url":"https://alion.io/company/summit-next","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-30T09:11:31Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-04T03:55:53Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Technical Support Agent (Mandarin) - Remote - Part Time Only\nAbout the Role\nWe are looking for a Technical Support Agent (Mandarin) to join SummitNext on a remote basis, supporting customers and partners of a developer-facing API/SaaS product.\nIn this role, you will handle written support tickets, investigate technical issues using monitoring dashboards, and help customers understand issues related to API errors, latency, rate limits, and system incidents.\nYou will work closely with the engineering team by reporting bugs, gathering the required information for investigation, handling infrastructure and maintenance requests, and escalating issues when they fall outside the documented support process.\nThis role is ideal for individuals with strong written Chinese, good judgment when handling technical issues, and experience supporting a developer-facing, API, or SaaS product, preferably in a Slack-based support environment.\nResponsibilities\nWork on support tickets in Inco's internal support tool, which aggregates tickets from various sources, including platform chatbot, dashboard alerts, Slack messages, etc.\nTriage each issue, monitoring dashboard and, if the ticket originates from a customer complaint, inform the customer which situation they are in: an incident on Inco's side (5xx errors, timeouts, outages), rate limiting (429 errors), or a problem with their own requests (400 errors such as malformed requests or prompts over the context limit).\nAnswer performance questions about latency, time to first token, and throughput, and confirm when an issue has been resolved.\nPost the first incident update to affected customers, using approved templates, when an alert fires, so customers hear from us before they write in.\nTake in bug reports, such as truncated or badly formatted model output, and collect what engineering needs to reproduce them: model, timestamp, sample request, and error message.\nAcknowledge infrastructure and maintenance requests from customers and partners, such as requests to take nodes offline, and route them to engineering. The agent does not approve these.\nEscalate to on-call engineer whenever an issue does not resolve on its own or falls outside the documented playbook.\nVolume and Hours\nVolume varies: up to 10-15 tickets a day during peak periods (launches, new customer onboardings, new vendor onboardings, and incidents) and 5-10 tickets a week during slow periods.\nAll support is written. There is no phone support.\nRequirements\nStrong written Chinese. Reading and writing matter more than speaking.\nComfortable with technical concepts like APIs, HTTP status codes, latency, rate limits, and reading metrics dashboards. An engineering background isn't required, but the agent has to explain a technical issue accurately in plain language.\nGood judgment about what can be handled directly and what needs escalating, and calm handling of urgent issues.\nExperience supporting a developer-facing, API or SaaS product, ideally in Slack-based support.","description_format":"text","description_chars":3006,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-30T09:11:31Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.542,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:2","agency","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/summit-next-technical-support-agent-mandarin-remote-malaysian","json_url":"https://alion.io/job/summit-next-technical-support-agent-mandarin-remote-malaysian.json","meta":{"generated_at":"2026-11-04T05:14:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8124,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4489191},"rest":"https://alion.io/mcp/rest/get_company?id=4489191"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsummit-next-technical-support-agent-mandarin-remote-malaysian"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsummit-next-technical-support-agent-mandarin-remote-malaysian"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsummit-next-technical-support-agent-mandarin-remote-malaysian"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/summit-next-technical-support-agent-mandarin-remote-malaysian\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsummit-next-technical-support-agent-mandarin-remote-malaysian"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3513531}},{"tool":"search_jobs","arguments":{"company":"summitnext.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3513531},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}