About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.
Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.

About the team

In joining Airwallex’s Technical Support team, you will play a critical role in helping enable customers to access and use Airwallex’s full suite of products seamlessly and without interruption.

What you’ll do

As a Technical Support Engineer, you will be taking on complex technical issues and problem solving issues that prevent customers from using Airwallex’s services. As a payments provider, our business relies on the strength of its service being fully operational 24/7, 365 days of the year. So you will also be involved in defining and delivering initiatives to improve our system’s reliability and to coordinate efforts to fix issues when they arise.
This role is based in This role can be based in Shanghai, Singapore, Hong Kong or London.

Responsibilities:

Work directly with developers, customers and internal teams on post integration issues to provide support and best practices for using Airwallex’s product
Develop technical information and explanations that can be distributed to Airwallex’s customers in troubleshooting their technical issues (sample code, payment log searching, FAQs)
Identify areas where Airwallex’s products and services are not functioning as expected and work with internal stakeholders to deliver improvements
Coordinate with internal stakeholders to identify causes of system failures and deliver solutions
Be available to coordinate the process to manage resolution of system failure incidents
Participating in the development of tools, systems, and processes to improve productivity and product reliability

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

5-10 years of technical support or software development experience
Proven experience and skills in troubleshooting and problem-solving technical issues
Ability to triage, diagnose and drive to resolution customer support requests
Must have sufficient technical knowledge to communicate with development team
Have familiarity with process to escalate system incidents and coordinate resolution
Strong willingness to provide exceptional customer service
Excellent verbal and written communication skills
Bachelor degree or above in Computer Science or relevant majors
Experience with REST, JSON, HTTP, HTTPS and SQL

Preferred qualifications:

Good to have technical knowledge: Python, Go
Good to have monitoring tools knowledge: ELK, Splunk, Loki
Experienced in e-commerce, payment, fin-tech industry is a plus

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.
Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.