Engineering Manager, Technical Support

Airwallex
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Leadership","Problem-solving","Customer service","Team collaboration"]

Lead and coach a technical support team across APAC and China, ensuring high-quality, scalable customer technical support for Airwallex's payment platform. Drive post‑integration support, coordinate with engineering and operations for incident resolution, and implement improvements to product reliability and support tooling. This role combines leadership, hands-on troubleshooting, and cross‑functional collaboration to deliver exceptional customer outcomes.

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FursaFursa
Airwallex
Airwallex
7 months ago

Engineering Manager, Technical Support

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and coach a technical support team across APAC and China, ensuring high-quality, scalable customer technical support for Airwallex's payment platform. Drive post‑integration support, coordinate with engineering and operations for incident resolution, and implement improvements to product reliability and support tooling. This role combines leadership, hands-on troubleshooting, and cross‑functional collaboration to deliver exceptional customer outcomes.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide support to Airwallex’s customers (APAC and China) on troubleshooting technical issues, including sample codes and payment logs
  • •Collaborate with developers and internal teams on post‑integration issues to provide support and best practices
  • •Identify areas where products/services are not functioning as expected and coordinate 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

Key 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
  • •Excellent written, verbal and in-person communication skills in English and Mandarin
Experience:Fin-techE-commercePayments
Education:Bachelor's in Computer Science
Skills:CommunicationLeadershipProblem-solvingCustomer serviceTeam collaboration
Languages:EnglishMandarin
Tech Stack:RESTJSONHTTPHTTPSSQLPythonGoELKSplunkLoki

Company Brief

Airwallex
Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Singapore, Singapore
Founded: 2015
Glassdoor
Glassdoor: 3.7
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