Technical Support Lead (Fintech)

Location: Singapore; the role covers customers in the Asia Pacific and China regions.

Company

Airwallex provides a unified payments and financial platform for global businesses, combining proprietary infrastructure and software for accounts, payments, spend management, treasury, and embedded finance.

What you will do

• Support customers in the APAC and China regions by troubleshooting technical issues, explaining technical information, providing sample code, reviewing payment logs, and maintaining FAQs.
• Work directly with developers and internal teams on post-integration issues, product usage, and technical best practices.
• Identify product and service issues and coordinate improvements with internal stakeholders.
• Investigate system failures, coordinate incident resolution, and help manage technical escalations.
• Contribute to tools, systems, and processes that improve support productivity and product reliability.

Requirements

• 3+ years of people-management experience, including direct management of Technical Support Engineers in APAC and China.
• 5+ years of customer-facing technical support experience.
• Bachelor’s degree or higher in Computer Science or a related field.
• Experience with REST, JSON, HTTP, HTTPS, SQL, common HTTP errors, and troubleshooting resolutions.
• Technical knowledge sufficient to communicate effectively with software development teams, plus familiarity with system incident escalation and resolution processes.
• Excellent written, verbal, and in-person communication skills in English and Mandarin are required.

Nice to have

• Technical knowledge of Python or Go.
• Experience with ELK, Splunk, or Loki monitoring tools.
• Experience in e-commerce, payments, or fintech.

Culture & Benefits

• Work in a global organization with more than 2,300 employees across 27 offices.
• Operate with a focus on ownership, curiosity, collaboration, speed, and rigorous decision-making.
• Use AI to work more efficiently and solve problems faster.
• Equal-opportunity workplace with accommodation available for disabilities or special needs.