Airwallex - Engineering Manager, Technical Support (Asia Pacific incl. China coverage)
Requirements
• We're looking for people who meet or exceed the following requirements. • 3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and China region • 5+ years experience in customer-facing technical support. • Bachelor degree or above in Computer Science or relevant majors. • Experience with REST, JSON, HTTP, HTTPS and SQL. Must be familiar with common HTTP errors and resolutions. • Proven experience and skills in troubleshooting and problem-solving technical issues. • Must have sufficient technical knowledge to communicate with software development teams. • Have familiarity with process to escalate system incidents and coordinate resolution. • Strong willingness to deliver exceptional customer service at scale. • Excellent written, verbal and in-person communication skills in both English and Mandarin • Good to have technical knowledge: Python, Go. • Good to have monitoring tools knowledge: ELK, Splunk, Loki. • Experienced 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
Responsibilities
• Provide support to Airwallex’s customers (particularly the APAC and China regions) on troubleshooting their technical issues (e.g. providing technical information / explanations, sample codes, exploring payment logs, FAQs) • Work directly with developers and internal teams on post integration issues to provide support and best practices for using Airwallex’s product • Identify areas where Airwallex’s products and services are not functioning as expected and work with internal stakeholders to deliver improvements • Coordinate with internal stakeholders to identify causes of system failures and deliver solutions • Be available to coordinate the process to manage resolution of system failure incidents • Participating in the development of tools, systems, and processes to improve productivity and product reliability
Benefits
• Please include currency • What is your notice period? • Do you have any relatives currently working for Airwallex? • Relatives include spouse/civil partner, non-married partner, parents, siblings, and/or children • If Yes, please state their name here • Do you have the right to live and work in Singapore? • If Yes, please indicate if you are • Singapore Citizen • Singapore Permanent Resident • Other (e.g. PEP, ONE Pass or other) • If No, do you need a work visa sponsorship for Singapore? • Where did you find this job posting? • AI Policy for the Application process • At Airwallex, we recognize the benefits AI brings to professional environments, and welcome its use after you join our team. However, for this application and for any future interviews with our team, we ask that you do not use any AI tools. This helps us get a true sense of who you are and how you express yourself in your own words. Please indicate your understanding and agreement with this approach by selecting ‘Yes’ below. • Please indicate “Yes” if you have read and agree to this policy. • Recruiting Privacy Policy • Submit Application
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