Senior IT Support Engineer, China

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full. HOW YOU'LL MAKE IMPACT You'll provide outstanding on-site and remote IT support for Airwallex employees and contractors across hardware, software, SaaS applications, networking and office technology. You'll deliver a high-quality support experience across new-hire onboarding, service desk tickets, walk-up support, meeting rooms and all-hands events. - Own a reliable support experience across hardware, software, SaaS applications, networking and office technology. - Deliver smooth new-hire onboarding, service desk and walk-up support, as well as meeting-room and all-hands event support. - Run weekly new-hire IT onboarding events, helping new starters set up their computers, accounts and access to Airwallex systems. - Administer and troubleshoot core SaaS applications, including Google Workspace, Slack, Okta, Confluence, Jira and Zoom, while building clear documentation and knowledge guides. - Improve global IT Operations processes by handling complex requests, triaging competing priorities, escalating where needed and sharing feedback with international peers. - Support occasional events and operational needs, including network upgrades and marketing events, as part of a basic on-call schedule. You'll work from our Shanghai office five days a week. WHAT WE'RE LOOKING FOR ESSENTIALS - Exceptional customer service and hospitality skills, with the patience and empathy to support people in time-sensitive situations. - Exceptional written and verbal communication skills. - Strong documentation skills, with the ability to document your work and write clear, high-quality knowledge articles. - Prior macOS support experience. - Experience administering or supporting Google Workspace, Okta, Confluence, Jira and Zoom. - Strong Slack skills and the ability to communicate technical issues efficiently and clearly. - Experience supporting employees in an international company with offices and leaders in other countries. - Strong foundational technical troubleshooting skills across hardware and software. - Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS and office network issues. - Experience working in high-growth, multinational technology companies, with an understanding of different cultures and the patience to work through technical problems across languages. - Experience working in a matrix environment, with projects spanning multiple teams. - The ability to multitask and manage competing priorities, quickly identifying what needs to happen first and what can wait. - Flexibility to participate in a basic on-call schedule and support occasional events, such as network upgrades or marketing events. - The ability to lift and move common IT hardware, including desktop monitors and accessories, and perform basic tool-assisted assembly and disassembly where reasonably necessary. PREFERRED - Experience in financial services, fintech or payments. - Experience in hospitality or another customer-focused environment. YOU'LL THRIVE HERE IF - You own the outcome and you don't wait for permission to fix what's broken. - You're comfortable with ambiguity. Give you a problem, not a prescription, and you'll run with it. - You enjoy working closely with people across multiple countries and time zones as part of one connected, global team, including flexing your hours occasionally to make that connection work. - You value in-person collaboration and are happy being in the office five days a week. - You say what you mean. You're direct, but you lead with respect. LEARN MORE ABOUT YOUR TEAM Enterprise Engineering builds the systems, tools, and infrastructure that keep Airwallex running at scale, spanning IT Support, IT Engineering, Corporate Networking, and Business Engineering. You'll own everything from collaboration tools and identity to the networks behind our global operations, touching every team from Engineering to Finance. The challenge is scale: keeping complex systems reliable without slowing anyone down. This is a team for low-ego builders who thrive in ambiguity, move between strategy and execution, and want broad ownership rather than a narrow lane. If you want to shape how we operate with more speed, resilience, and scale, this is where that work happens. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entere