Engineering Manager, Technical Support

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 150,000 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 1,700 of the brightest and most innovative people in tech across more than 37 locations around 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 deliver an outstanding experience in enabling customers to access and use Airwallex’s full suite of products seamlessly and without interruption.

What you’ll do

As the Manager of Technical Support Engineering, you will manage a geographically distributed team on complex technical issues during the usage of Airwallex’s services. As a global payments provider, our business relies on the strength of its service being fully operational 24/7, 365 days of the year. 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.

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
• Participate 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 EMEA regions.
• 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.

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.