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Airwallex Logo Airwallex · IT - Administration

Engineering Manager, Technical Support

Malaysia, Kuala Lumpur · Job Posted February 21, 2026
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Job Description

Engineering Manager, Technical Support (Asia Pacific incl. China coverage) for Airwallex, the unified payments and financial platform for global businesses.

Job Responsibility

  • Provide support to Airwallex’s customers (particularly the APAC and China regions) 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

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
  • 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 in both English and Mandarin

Nice to have

  • Good to have technical knowledge: Python, Go
  • Good to have monitoring tools knowledge: ELK, Splunk, Loki
  • Experienced in e-commerce, payment, fin-tech industry is a plus
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