Engineering Manager, Technical Support (Asia Pacific incl. China coverage)
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 200000 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 2000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If youre ready to do the most ambitious work of your career join us.
Attributes We Value
We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.
Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.
Responsibilities
Provide support to Airwallexs 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 Airwallexs product
Identify areas where Airwallexs 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
Were 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.
Applicant Safety Policy: Fraud and Third-Party Recruiters
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 @ email address. Please apply only through 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.
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 dont 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.
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.
