Senior IT Support Engineer (Fintech)

TL;DR

Senior IT Support Engineer (Fintech): Providing high-level technical support and infrastructure management for employees and contractors in the Shanghai office with an accent on macOS/Windows troubleshooting and SaaS administration. Focus on streamlining onboarding processes, managing office AV systems, and resolving complex hardware and networking issues in a high-growth environment.

Location: Based in Shanghai. Requires regular fixed on-site days in the office.

Company

Airwallex is a unified payments and financial platform for global businesses, empowering over 200,000 companies worldwide with integrated financial solutions.

What you will do

• Provide on-site and remote IT support for employees and contractors.
• Debug and troubleshoot Apple and Windows hardware and OS issues.
• Administer SaaS applications including Google Workspace, Slack, and Okta.
• Manage meeting room AV and support all-hands event technology.
• Lead weekly IT onboarding events for new hires to set up computers and accounts.
• Create and maintain clear technical documentation and knowledge guides for all audiences.

Requirements

• Proven experience with macOS support and basic administration of Google Workspace, Okta, Confluence, and JIRA.
• Strong foundational technical troubleshooting skills for hardware, software, and basic networking (Wifi, DNS).
• Experience working within an international company or high-growth multinational tech environment.
• Exceptional written and verbal communication and documentation skills.
• Ability to multitask and prioritize complex requests in a matrix environment.
• Flexibility to work a basic on-call schedule to support network upgrades or events.

Nice to have

• Experience in financial services, fintech, or payments.
• Relentlessly customer-focused approach or background in hospitality.

Culture & Benefits

• Fast-paced startup environment favoring ownership, speed, and first-principles thinking.
• Collaboration with a global team across 26 offices.
• Encouragement to use AI to work smarter and solve problems faster.
• Opportunity for accelerated learning and high-visibility impact on global banking infrastructure.