Technical Support Engineer

ABOUT AIRWALLEX 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 2,700 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 https://www.airwallex.com/en-us/operating-principles to see it in full.   Who We Are Airwallex is a technology company that revolutionises the way businesses operate globally. Our financial infrastructure provides a modern technology stack for businesses to operate internationally, without the challenges of the current global financial system. Businesses use Airwallex as their end-to-end global financial services platform. Whether it’s making or receiving payments from customers, domestically or internationally, Airwallex saves businesses time and money by offering real-time, reliable and cost-effective financial solutions. Our web and API solutions support businesses of all sizes, from small companies to large enterprises. In this fast-changing digital world that is increasingly becoming borderless, our mission is to empower businesses of all sizes to grow in their own markets and around the world, and by doing so, contribute to the global economy. You Will - Work directly with developers, merchants and internal teams on post integration issues to provide technical support, consulting and best practices. External customers contact through tickets. Internal customers use different contact avenues depending on priority. - Conduct test scenarios for technical issues with code, software, hardware, devices and endpoints. - Install and configure test environments, payment APIs and ecommerce products. - Communicate technical issues to customers and internal departments. - Identify irregularities in functionality and unexpected behaviors with Airwallex products and services. - Develop in-depth technical information (sample code, log searching, FAQs) for distribution to customers. - Support the communication, response and coordination between clients and internal key stakeholders and senior leadership as part of our Global Incident Management process. - Complete occasional weekend work and holiday coverage as the business requires for on-call duties. - Skills And Experience You Will Bring - Bachelor's degree or above in Computer Science or relevant majors - Proven years of working experience in either programming, technical support, implementation or relevant jobs. - Excellent verbal and written communication skills, able to communicate clearly and appropriately with internal and customers. - Strong troubleshooting and problem-solving skills - Prioritisation, organisation and detail oriented on ticket handling, able to work on multiple urgent issues in parallel. - Must have sufficient technical knowledge to communicate with Engineering and Product teams - Strong willingness to provide exceptional customer service - Demonstrated quick learning of technology and new products - Experienced in the e-commerce, payment, fintech industry is a plus Technical Skills: - Experience in one of the programming languages: Python, Java, php, C#, Java Script or shell scripting - Familiarity with Web Technologies, HTTP and HTTPS - Experience with REST, JSON, SOAP - Experience with SQL - Familiarity with Splunk, Grafana - Experience 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 @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://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. 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.