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Airwallex is a unified payments and financial platform serving over 250,000 businesses globally, including Brex, Navan, Qantas, and SHEIN. The company provides integrated solutions for business accounts, payments, spend management, treasury, and embedded finance at scale. With 2,300+ employees across 27 offices and a $11 billion valuation, Airwallex is backed by leading investors including T. Rowe Price, Visa, Mastercard, and Sequoia.
As a Technical Support Engineer, you will be the bridge between developers, merchants, and internal teams, providing technical support, consulting, and best practices for post-integration issues. You will work with both external customers (via tickets) and internal stakeholders through various contact channels based on priority.
Key responsibilities include:
- Conduct test scenarios for technical issues across code, software, hardware, devices, and endpoints
- Install and configure test environments, payment APIs, and e-commerce products
- Communicate technical issues clearly to customers and internal departments
- Identify irregularities and unexpected behaviors in Airwallex products and services
- Develop in-depth technical documentation including sample code, log analysis, and FAQs for customer distribution
- Support communication, response, and coordination between clients and internal stakeholders as part of the Global Incident Management process
- Complete occasional weekend work and holiday on-call coverage as needed
You will work in a fast-paced environment with a team that values founder-like energy, real impact, and ownership. The role requires balancing speed with rigor, using AI to work smarter, and collaborating across technical and non-technical teams.
REQUIREMENTS:
- Bachelor's degree or above in Computer Science or relevant field
- Proven years of working experience in programming, technical support, implementation, or related roles
- Excellent verbal and written communication skills; ability to communicate clearly with internal teams and customers
- Strong troubleshooting and problem-solving skills
- Ability to prioritize, organize, and handle multiple urgent issues in parallel with attention to detail
- Sufficient technical knowledge to communicate effectively with Engineering and Product teams
- Strong commitment to providing exceptional customer service
- Demonstrated ability to quickly learn new technologies and products
- Experience in e-commerce, payment, or fintech industry is a plus
TECHNICAL SKILLS:
- Experience with one or more programming languages: Python, Java, PHP, C#, JavaScript, or shell scripting
- Familiarity with Web Technologies, HTTP, and HTTPS
- Experience with REST, JSON, and SOAP
- Experience with SQL
- Familiarity with Splunk or Grafana
- Experience in e-commerce, payment, or fintech industry is a plus
