Technical Support Engineer

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.   HOW YOU'LL MAKE IMPACT Technical Support helps customers and internal teams get the most from Airwallex’s products after integration. You’ll investigate complex technical issues, turn recurring problems into practical guidance, and help coordinate clear responses when incidents affect customers. - Support developers, merchants and internal teams with post-integration issues, providing technical guidance, consulting and best practices. - Investigate issues across code, software, hardware, devices and endpoints by designing and running test scenarios. - Configure test environments, payment APIs and ecommerce products to reproduce issues and support effective resolution. - Communicate technical issues clearly to customers and internal teams, identifying irregularities and unexpected behaviour in Airwallex products and services. - Create practical technical resources, including sample code, log-searching guidance and FAQs, for customers and internal teams. - Coordinate communication and responses between clients, internal stakeholders and senior leadership during global incident management. - Support occasional weekend and holiday on-call coverage as the business requires. You'll work from our London office three days a week. WHAT WE'RE LOOKING FOR Essentials - A bachelor’s degree or above in Computer Science or a related discipline. - Professional experience in programming, technical support, implementation or a related role. - Excellent verbal and written communication skills, with the ability to communicate clearly and appropriately with customers and internal teams. - Strong troubleshooting and problem-solving skills. - Strong prioritisation, organisation and attention to detail when managing multiple urgent issues in parallel. - Sufficient technical knowledge to communicate effectively with Engineering and Product teams. - A strong commitment to providing exceptional customer service. - The ability to learn new technologies and products quickly. - Experience with at least one programming or scripting language, such as Python, Java, PHP, C#, JavaScript or shell scripting. - Familiarity with web technologies, HTTP and HTTPS. - Experience with REST, JSON, SOAP and SQL. - Familiarity with observability tools such as Splunk and Grafana. - Willingness to participate in occasional weekend and holiday on-call coverage. PREFERRED - Experience in ecommerce, payments or fintech. YOU'LL THRIVE HERE IF - You own the outcome and you don't wait for permission to fix what's broken. - You're comfortable with ambiguity. Give you a problem, not a prescription, and you'll run with it. - You simplify complexity rather than hiding behind it. - You say what you mean. You're direct, but you lead with respect. - You value in-person collaboration and are happy being in the office three days a week. LEARN MORE ABOUT YOUR TEAM Merchant Services at Airwallex is made up of two teams: Solutions Engineering and Technical Support, working together to turn customer-facing technical work into product progress. Across both teams, we help businesses design, integrate, launch, optimize, and scale on Airwallex's global financial infrastructure, covering solution architecture, delivery, technical account management, optimisation, and support. The mandate is simple: solve for the customer in front of us, and build for the customers we haven't met yet. Sitting close to Product, Engineering, and Design means the patterns you see in real customer integrations can become better APIs, documentation, tooling, onboarding paths, and product capabilities. The hard part is doing both at once: shipping for today's customer without losing the signal that improves the product for the next. This is a team for people who can earn trust with builders, reason through complex systems, communicate clearly, and stay grounded in commercial outcomes. If you want to work at the intersection of agentic finance, customer impact, and product development, this is where your work compounds. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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 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.