Airwallex - Technical Support Engineer
Requirements
• Experience in one of the programming languages: Python, Java, php, C#, Java Script or shell scripting • Familiarity with Web Technologies, HTTP and HTTPS • 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 email address. Please apply only through 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 • Equal opportunity
Responsibilities
• 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
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