On the radar — not actively interviewing. This role sits on our 12-month hiring roadmap rather than today's pipeline. Submit the talent pool form to be considered when we begin interviews.

Technical Support Engineer — Mandarin Chinese (Simplified)

○ On the radar · talent pool onlyRemoteFULL_TIME / CONTRACTORFocus region: Singapore

About the role

DogeSMS serves customers in 60+ countries; first-line technical support runs as a follow-the-sun rotation across language regions. This radar role is the Mandarin Chinese (Simplified)-speaking seat in that rotation, focused on Greater China (Mainland + Taiwan) and Southeast Asian Chinese-speaking markets including Singapore and Malaysia. Mandarin-speaking customers cluster across cross-border e-commerce platforms, regional fintechs serving the Chinese-speaking diaspora, and gaming / livestreaming companies with users across Asia. Local OTP delivery patterns differ materially between Mainland (where international A2P SMS faces routing restrictions) and Taiwan / SG / MY (which run on commercial GSMA-aligned routes). The role is intentionally different from a typical SaaS support seat. Roughly 60% of weekly hours go to working alongside our customer-facing AI agent: reviewing transcripts in Mandarin Chinese (Simplified), labelling edge cases for retraining, and partnering with the AI Agent Platform team on evaluation datasets that capture region-specific phrasing ('验证码', 'OTP 短信', '一次性密码', '短信网关' rendered correctly in both Simplified and Traditional contexts). The other 40% is direct human support for tickets the agent escalates — integration debugging with customer engineers, payment reconciliation questions, carrier-side delivery investigations. Singapore anchoring gives natural UTC+8 coverage across both Mainland (UTC+8) and Taiwan (UTC+8), with morning overlap into Greater Bay Area peak hours.

What you'll do

  • Own first- and second-line technical support for Mandarin Chinese (Simplified)-speaking customers — primarily async (Intercom / email), with scheduled video sessions for enterprise accounts. Tickets routinely span carrier delivery, API integration, and payment reconciliation.
  • Serve as the language-specific training data partner for our customer-facing AI agent: review Mandarin Chinese (Simplified) agent transcripts weekly, label correctness, build evaluation datasets that cover regional phrasing nuances ('验证码', 'OTP 短信', '一次性密码', '短信网关' rendered correctly in both Simplified and Traditional contexts).
  • Translate region-specific technical context for English-language internal hand-offs — when a Mandarin Chinese (Simplified) customer reports a carrier-side delivery issue, the engineer on the other end of the escalation needs the technical detail in English without losing nuance.
  • Maintain Mandarin Chinese (Simplified) versions of customer-facing documentation, status page messaging, and incident post-mortems where customer impact warrants region-specific communication.

What we expect

  • Native or near-native Mandarin Chinese (Simplified) (written and spoken) with technical English at C1+ level — the AI agent training work and internal escalations require fluent English documentation.
  • 2+ years in technical support or technical account management at a developer-facing SaaS, ideally in payments, telecom, or identity / authentication tooling. Experience reading API responses and explaining HTTP error codes to customer engineers.
  • Direct prior experience working alongside AI agents in a support context — you have audited LLM responses, built eval cases, or partnered with an ML team on improving customer-facing agent quality. This is not a "willingness to learn" requirement; it is the primary differentiator for this role.
  • Comfort with the on-call rhythm of distributed-team support: timezone-overlapping with neighboring language seats, English hand-offs at shift change, no expectation of office attendance.

Compensation

On the radar. Compensation is calibrated to local cost of living when we open this role — we publish bands when we begin interviewing, not before. USD-denominated regardless of jurisdiction, contractor or employment depending on your legal situation.

Hiring process

  1. Not actively interviewing right now — this role sits on our 12-month hiring roadmap rather than today's pipeline.
  2. Submit the talent pool form below; we reach out when we begin interviews, typically 4-8 weeks before a public hire.
  3. When the role opens, expect a process similar to our current active openings: a short async exercise, 1-2 conversations with the relevant team, and a scoped paid trial project. We do not run leetcode-style screens.

Join the talent pool

Submit the form below to be considered when this role opens. We typically reach out 4-8 weeks before we begin interviews.

Email careers@dogesms.com →