Airwallex

Technical Support Lead (Asia Pacific incl. China coverage)

SG - Singapore. Posted 4 months ago

The role

You will lead technical support for customers across APAC and China. You will manage Technical Support Engineers and troubleshoot integration and product issues using technical explanations, sample code, and payment-log analysis.

What you will do

  • Lead technical support for Airwallex customers across APAC and China.
  • Manage and develop Technical Support Engineers across APAC and China.
  • Partner with developers and internal teams on post-integration issues.
  • Turn recurring customer problems into product and process improvements.
  • Coordinate incident investigation and resolution with internal stakeholders.
  • Manage the response to system failures.
  • Contribute to tools, systems and processes to improve support productivity and product reliability.

Required qualifications

  • 3+ years of experience managing people, with a track record of directly managing Technical Support Engineers across APAC and China.
  • 5+ years of experience in customer-facing technical support.
  • Bachelor's degree or above in Computer Science or a related field.
  • Strong knowledge of REST, JSON, HTTP, HTTPS and SQL, including common HTTP errors and their resolutions.
  • Proven experience troubleshooting and solving technical issues.
  • Sufficient technical knowledge to communicate effectively with software development teams.
  • Familiarity with processes for escalating system incidents and coordinating resolution.
  • A strong commitment to delivering exceptional customer service at scale.
  • Excellent written, verbal and in-person communication skills in both English and Mandarin.

Nice to have

  • Technical knowledge of Python or Go.
  • Experience with monitoring tools such as ELK, Splunk or Loki.
  • Experience in e-commerce, payments or fintech.
  • Strong command of both English and Mandarin.

About the company

Airwallex is an AI-native financial operating system for a real-time, intelligent economy. It provides financial infrastructure for over 675,000 businesses globally.