Technical Support Lead (Asia Pacific incl. China coverage)

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

Responsibilities

• Provide support to Airwallex’s customers (particularly the APAC and China regions) 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 or exceed the following requirements.

Minimum Qualifications

• 3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and China region

• 5+ years experience in customer-facing technical support.

• Bachelor degree or above in Computer Science or relevant majors.

• Experience with REST, JSON, HTTP, HTTPS and SQL. Must be familiar with common HTTP errors and resolutions.

• Proven experience and skills in troubleshooting and problem-solving technical issues.

• Must have sufficient technical knowledge to communicate with software development teams.

• Have familiarity with process to escalate system incidents and coordinate resolution.

• Strong willingness to deliver exceptional customer service at scale.

• Excellent written, verbal and in-person communication skills in both English and Mandarin
  

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.

• Good command of English and Mandarin

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

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.

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.