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Technical Support Engineer

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 100,000 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 1,500 of the brightest and most innovative people in tech located across more than 20 offices across 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.

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

  • Working 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.

  • Conducting test scenarios for technical issues with code, software, hardware, devices and endpoints.

  • Installing and configuring test environments, payment APIs and ecommerce products.

  • Communicating technical issues to customers and internal departments.

  • Identifying irregularities in functionality and unexpected behaviors with Airwallex products and services.

  • Developing in-depth technical information (sample code, log searching, FAQs) for distribution to customers.

 

Skills And Experience You Will Bring 

  • Bachelor's degree or above in Computer Science or relevant majors

  • 2-5 years of working experience in either programming, technical support, implementation or relevant jobs.

  • Excellent verbal and written communication skills in both English and Chinese, able to communicate clearly and appropriately with internal and customers.

  • Strong troubleshooting and problem-solving skills

  • Prioritization, well organized and detailed oriented on tickets handling, able to work on multiple urgent issues in parallel.

  • Must have sufficient technical knowledge to communicate with the development team

  • 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:

  • Experienced in one of the programming languages: Python, Java, php, C#, Java Script or shell scripting

  • Familiar with Web Technologies, HTTP and HTTPS

  • Experienced with REST, JSON, SOAP

  • Experienced with SQL

  • Familiar with Logstash, Kibana and Graylog

  • Familiar with AliCloud and Google Cloud is a plus

At Airwallex you’ll have the ability to make an impact in a rapidly growing, global fintech. You’ll be offered a competitive salary and we also like to ensure we create the best environment for our people by providing collaborative open office space with a fully stocked kitchen. We organize regular team-building events, encourage flexible/remote working, and give our people the freedom to be creative.

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. If you have a disability or special need that requires accommodation, please let us know.

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 the 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.

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.

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Average salary estimate

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What You Should Know About Technical Support Engineer , Airwallex

Join Airwallex as a Technical Support Engineer in the vibrant city of Shanghai, where you’ll be at the forefront of revolutionizing the global financial landscape. At Airwallex, we pride ourselves on being a unified payments and financial platform trusted by over 100,000 businesses including global names like Qantas and SHEIN. As a Technical Support Engineer, you'll work closely with developers, merchants, and internal teams, tackling post-integration issues in a dynamic environment. Your role will involve diagnosing and resolving technical problems, conducting testing scenarios, and communicating effectively with our customers and teams to ensure issues are resolved promptly. Your knack for troubleshooting will shine as you identify and address unexpected behaviors within Airwallex products and services. If you're tech-savvy with excellent communication skills in both English and Chinese, this opportunity could be the exciting next step in your career. Plus, with our competitive salary, a fully stocked kitchen, and regular team-building events, we make sure work feels like home. We're committed to creating a diverse workplace and welcome your unique background, so come and be a part of our journey to empower businesses globally!

Frequently Asked Questions (FAQs) for Technical Support Engineer Role at Airwallex
What are the main responsibilities of a Technical Support Engineer at Airwallex?

As a Technical Support Engineer at Airwallex, you will focus on working directly with developers and merchants to resolve post-integration issues, conduct testing scenarios for various platforms, and communicate technical issues effectively to both customers and internal teams. Your role is crucial in maintaining the integrity and functionality of Airwallex products.

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What qualifications do I need to become a Technical Support Engineer at Airwallex?

To qualify for the Technical Support Engineer position at Airwallex, candidates must hold a Bachelor's degree in Computer Science or a relevant field, alongside 2-5 years of experience in programming or technical support roles. Strong communication skills in English and Chinese as well as problem-solving abilities are essential.

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What technical skills are required for a Technical Support Engineer at Airwallex?

Technical Support Engineers at Airwallex should be proficient in programming languages such as Python, Java, or PHP, and have a solid understanding of web technologies. Familiarity with API integrations, SQL databases, and cloud technologies like AliCloud and Google Cloud is a plus in satisfying the demands of this role.

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What is the work environment like for a Technical Support Engineer at Airwallex?

At Airwallex, Technical Support Engineers enjoy a collaborative and open work environment, equipped with a fully stocked kitchen and opportunities for flexible or remote working. Team-building events and a culture of creativity foster a supportive and engaging workplace for personal and professional growth.

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How does Airwallex support professional development for a Technical Support Engineer?

Airwallex is committed to the continuous growth of its employees. As a Technical Support Engineer, you will have access to ongoing training, mentorship opportunities, and resources to expand your knowledge and skills, ensuring you stay ahead in the fast-paced fintech environment.

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Common Interview Questions for Technical Support Engineer
How do you handle difficult technical issues as a Technical Support Engineer?

When faced with difficult technical issues, I first ensure I fully understand the problem by gathering as much information as possible from all stakeholders. Then, I prioritize the issue based on its impact on operations. I approach each issue methodically, documenting the process for future reference, and maintain clear communication with the involved parties throughout.

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Can you explain a situation where you improved a technical support process?

In a previous role, I noticed that our ticket resolution time was longer than acceptable. I suggested a new tracking system that prioritized urgent tickets and implemented clearer guidelines for ticket escalations. This reduced our response time significantly and improved customer satisfaction, showcasing my commitment to continuous improvement.

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What programming languages are you proficient in, and how do they relate to the Technical Support Engineer role?

I am proficient in Python and Java, which are essential for understanding and troubleshooting applications that rely on these languages. My programming knowledge allows me to effectively communicate with developers during issue resolution and enables me to write sample code for customers to overcome technical challenges.

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What strategies do you use for effective communication in technical support?

Effective communication is key in technical support. I focus on being clear and concise, avoiding jargon unless necessary. I also adapt my communication style based on the audience, whether speaking with technical teams or end users, ensuring all parties clearly understand the issues and solutions being discussed.

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Describe your experience with API integrations.

I have worked extensively with REST and SOAP APIs, where I helped integrate third-party services into our systems. This involved not only understanding API documentation but also performing tests and troubleshooting potential integration problems to ensure seamless functionality.

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How do you prioritize multiple technical support tickets?

I evaluate each ticket based on urgency and impact on the business. I categorize issues into critical, high, medium, and low priorities, ensuring that critical issues are addressed promptly, while also communicating expected timelines for resolving other issues to manage customer expectations.

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What role does customer service play in your position as a Technical Support Engineer?

Customer service plays a pivotal role in my position as it fosters trust and satisfaction. I believe that beyond just resolving technical issues, it's about providing a positive experience for the customer. I ensure to listen actively, empathize with their situation, and follow through with effective and timely resolutions.

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How do you stay updated with the latest technologies in the fintech sector?

To stay informed, I regularly participate in webinars, follow industry blogs, join professional groups, and attend conferences. Networking with industry professionals also provides insights into emerging technologies and best practices, which I bring back to my role to enhance my contribution at Airwallex.

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Can you discuss a time when you had to communicate a technical issue to a non-technical customer?

I once had to explain a delay in processing payments to a non-technical business owner. I used simple language and visual aids to demonstrate what caused the issue and how we were resolving it. This not only eased their concerns but also strengthened our relationship, highlighting the importance of clear communication.

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What is your approach to developing technical documentation for support purposes?

When creating technical documentation, I focus on clarity and accessibility. I start by outlining common issues and their solutions in layman's terms, incorporating step-by-step guides and visuals when possible. This ensures that our customers can easily navigate and understand the documentation, enabling them to resolve issues independently when they arise.

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DATE POSTED
January 7, 2025

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