Engineering Manager, Technical Support at Airwallex

Shanghai, Shanghai, China

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, Financial ServicesIndustries

Requirements

3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and EMEA regions
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
Preferred: Good to have technical knowledge: Python, Go
Preferred: Good to have monitoring tools knowledge: ELK, Splunk, Loki
Preferred: Experienced in e-commerce, payment, fin-tech industry is a plus

Responsibilities

Provide support to Airwallex’s customers 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

Skills

Key technologies and capabilities for this role

Technical TroubleshootingPayment LogsAPI IntegrationSample CodeFAQsDeveloper CollaborationCustomer SupportPost-Integration Support

Questions & Answers

Common questions about this position

What experience is required for the Engineering Manager, Technical Support role?

Candidates need 3+ years in people management managing Technical Support Engineers in APAC and EMEA, 5+ years in customer-facing technical support, a Bachelor’s degree or above in Computer Science or relevant majors, and experience with REST, JSON, HTTP, HTTPS, SQL, including common HTTP errors and resolutions.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What does Airwallex value in its team members?

Airwallex values successful builders with founder-like energy who want real impact, accelerated learning, and ownership; they bring strong expertise, sharp thinking, move fast with good judgment, are humble and collaborative, and use AI to solve problems faster.

What makes a strong candidate for this Engineering Manager role?

A strong candidate has proven people management success with Technical Support Engineers in APAC and EMEA, deep technical support experience, troubleshooting skills with REST/JSON/HTTP/SQL, and embodies Airwallex's values like founder-like energy, collaboration, and using AI effectively.

Airwallex

Cross-border payment solutions for businesses

About Airwallex

Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.

Eastern District, Hong KongHeadquarters

2015Year Founded

$877.4MTotal Funding

SERIES_ECompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Employee Equity Programs

Risks

Increased competition from fintech startups could erode Airwallex's market share.

Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.

Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.

Differentiation

Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.

The company integrates financial services into platforms, enhancing customer experience and efficiency.

Airwallex's global presence with ten international offices supports its expansive service offerings.

Upsides

Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.

The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.

Airwallex's expansion in EMEA with new offices boosts its international market presence.

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