Technical Support Lead (APAC, including China)

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is looking for a Technical Support Lead based in Singapore. The role supports Airwallex's customers, particularly in the APAC and China regions, and works closely with developers and internal teams on post-integration issues.

Key responsibilities

• Support customers in the APAC and China regions on technical issues, such as explaining problems, providing sample code, reviewing payment logs and answering FAQs.
• Work directly with developers and internal teams on post-integration issues, giving support and best practices for using the product.
• Identify areas where products and services do not work as expected and work with internal stakeholders to deliver improvements.
• Help identify causes of system failures and coordinate the resolution of incident escalations.
• Take part in developing tools, systems and processes that improve productivity and product reliability.

Required profile

• Minimum 3 years of experience in people management, with success managing Technical Support Engineers in the APAC and China region.
• Minimum 5 years of customer-facing technical support experience.
• Bachelor's degree or above in Computer Science or a related major.
• Proven ability to troubleshoot technical issues and to communicate with software development teams.
• Familiarity with incident escalation and resolution processes.
• Strong willingness to deliver exceptional customer service at scale, and excellent written, verbal and in-person communication in English and Mandarin.

Required skills

• Experience with REST, JSON, HTTP, HTTPS and SQL, including common HTTP errors and their resolutions.
• Preferred: Python and Go; preferred: ELK, Splunk, Loki.
• Preferred: experience in e-commerce, payments or fintech.