Technical Support Engineer

• 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.

• 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

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 250,000 businesses worldwide - including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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 you’re ready to do the most ambitious work of your career, join us., 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.