Technical Support Engineer

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. You'll work from our London office three days a week.

Responsibilities

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

Requirements

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

Nice to have

Experience in ecommerce, payments or fintech