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 can be based in Singapore or Hong Kong.
Responsibilities
- Provide support to Airwallex's customers on troubleshooting their technical issues (e.g. providing technical information / explanations, sample codes, exploring payment logs, FAQs)
- Work directly with developers and internal teams on post integration issues to provide support and best practices for using Airwallex's product
- 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 customer facing technical support 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. 
