Engineering Manager, Technical Support

As an Engineering Manager, Technical Support at Airwallex, you'll be responsible for managing a geographically distributed team that provides support for complex technical issues related to our global payments services. This includes troubleshooting customer queries, collaborating with software developers on integration issues, identifying product improvement opportunities, and overseeing system failure resolutions. Your role will be crucial in maintaining the reliability of our services at all times.

To qualify for the Engineering Manager, Technical Support position at Airwallex, you will need a bachelor's degree in Computer Science or a related field, along with a minimum of 3 years in people management and 5 years of experience in customer-facing technical support. Prior experience in troubleshooting technical issues, knowledge of REST, JSON, SQL, and exceptional communication skills are also essential to effectively lead the team and support our customers.

Essential skills for an Engineering Manager, Technical Support at Airwallex include strong problem-solving abilities, technical proficiency in areas such as REST and SQL, and excellent written and verbal communication skills. Additionally, familiarity with monitoring tools and programming languages like Python and Go is highly beneficial, especially for effectively managing your team's workload and enhancing product reliability.

At Airwallex, work-life balance is important for an Engineering Manager, Technical Support. Given the 24/7 nature of our services, flexibility in working hours is provided to accommodate different time zones, making it easier to manage personal and professional commitments. The company culture emphasizes support and well-being, ensuring you can thrive both as a leader and as an individual.

As an Engineering Manager in Technical Support at Airwallex, you'll have numerous growth opportunities, including leadership training, exposure to cutting-edge financial technologies, and avenues for cross-functional collaboration. The ever-evolving landscape of global payments also presents ample chances for innovative projects that can further develop your skills and career trajectory within the company.

When troubleshooting a technical issue, I follow a structured approach: first, I ensure I understand the problem thoroughly by gathering all necessary information from the customer. Then, I collaborate with my team and the development engineers to identify the root cause of the issue. Clear communication is key during this process to keep all stakeholders informed while ensuring a swift resolution.

Certainly! At my previous job, I implemented new tracking tools for our ticketing system, which allowed us to analyze performance metrics better. This initiative led to quicker response times and more effective allocation of resources by pinpointing bottlenecks in our processes, ultimately improving overall productivity.

To maintain high customer satisfaction levels, I prioritize clear communication and setting realistic expectations. Regularly checking in with customers throughout the resolution process and offering follow-up resources ensures that they feel supported and valued. Additionally, I encourage my team to go above and beyond to personalize interactions and provide exceptional service.

Managing a geographically distributed team requires effective communication tools and practices. I rely on video conferencing for regular check-ins, use project management software for task tracking, and establish clear guidelines for remote collaboration. I also promote a culture of openness where team members can share their thoughts and challenges freely.

My technical background includes proficiency in REST, JSON, and SQL, which are essential for understanding and troubleshooting the products we support. Additionally, I have hands-on experience with Python and database management, enabling me to communicate effectively with developers while guiding my team.

I stay updated by subscribing to industry newsletters, participating in webinars, and networking with peers at conferences. This helps me keep a pulse on the fintech landscape and understand emerging technologies, which I can share with my team to enhance our service offerings.

I approach conflicts as opportunities for growth. I ensure a safe space for open dialogue among team members and encourage them to express their perspectives. Together, we identify the root cause of the conflict and work collaboratively to develop a constructive resolution that strengthens our team dynamics.

Innovation is crucial in technical support as it allows us to streamline processes and enhance customer experiences. By encouraging my team to suggest new ideas and implementing advanced tools, we can improve response times and service reliability, ensuring that we're meeting both current and future customer needs.

One of the most challenging aspects is managing team performance and customer satisfaction simultaneously, especially during peak operational times. However, with strong leadership, clear expectations, and effective resource allocation, these challenges can also lead to an excellent opportunity to exhibit my team's strengths.

I prioritize ongoing training and development for my team, ensuring they have access to the latest technical resources and best practices. Regular knowledge sharing sessions, paired with hands-on experience, create a strong foundation so that they can effectively address customer issues with confidence and expertise.