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, Hong Kong or Malaysia.
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
