Senior IT Support Engineer (Fintech)

Location: Shanghai, China; working from the Shanghai office five days a week

Company

Airwallex provides an AI-native financial operating system and global payments infrastructure for businesses.

What you will do

• Provide on-site and remote IT support across hardware, software, SaaS applications, networking, and office technology.
• Support new-hire onboarding, service desk tickets, walk-up requests, meeting rooms, and all-hands events.
• Administer and troubleshoot Google Workspace, Slack, Okta, Confluence, Jira, and Zoom.
• Create documentation and knowledge guides for IT support processes and systems.
• Improve global IT Operations by triaging complex requests, managing competing priorities, escalating issues, and sharing feedback with international peers.
• Participate in a basic on-call schedule and support occasional network upgrades and marketing events.

Requirements

• Prior macOS support experience and strong hardware and software troubleshooting skills.
• Experience administering or supporting Google Workspace, Okta, Confluence, Jira, and Zoom, with strong Slack skills.
• Intermediate networking troubleshooting skills, including Wi-Fi, DNS, and office network issues.
• Experience supporting employees in international, multinational, or matrix organizations.
• Strong customer service, written and verbal communication, documentation, multitasking, and prioritization skills.
• Ability to participate in on-call support, assist with occasional events, and lift or assemble common IT hardware when reasonably necessary.

Nice to have

• Experience in financial services, fintech, or payments.
• Experience in hospitality or another customer-focused environment.

Culture & Benefits

• In-person collaboration in the Shanghai office five days a week.
• Work with colleagues across multiple countries and time zones, with occasional flexibility in working hours.
• Broad ownership across IT Support, IT Engineering, Corporate Networking, and Business Engineering.
• Work in a high-growth environment focused on reliable systems, resilience, and operational scale.