IT Support Engineer

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 responsive, empathetic technical support that keeps Airwallex employees productive across our New York office and remotely. You’ll be the first point of contact for macOS and Windows issues, hardware troubleshooting, workplace applications, meeting-room technology, and AV support for internal events. - Own employee technology requests through to resolution, triaging competing priorities and escalating when necessary. - Deliver reliable on-site and remote support across macOS, MacBook hardware, Windows software, PCs, workplace applications, and office technology. - Support new-hire IT onboarding by helping new starters set up their computers and accounts for a smooth first day. - Improve the support experience by documenting solutions clearly, contributing to operational guides, and sharing process improvements with colleagues internationally. - Provide AV support for meeting rooms, event spaces, and office technology during day-to-day operations and internal events. You’ll work from our New York office four days a week, with flexibility to be on-site when needed for events, hardware changes, office moves, or team support. WHAT WE'RE LOOKING FOR ESSENTIALS - Exceptional customer service and hospitality skills, with the patience and empathy to support users on-site and in time-sensitive situations. - Exceptional written and verbal communication skills. - Strong documentation skills and the ability to write clear, concise knowledge guides for a broad audience. - Experience supporting and troubleshooting common MDM applications across Mac and Windows environments. - Experience with basic administration of Google Workspace, Okta, Confluence, Jira, and Zoom. - Strong Slack skills, including communicating technical issues efficiently with peers and senior support partners. - Strong technical troubleshooting skills across hardware and software. - Experience providing on-site and remote technical support for macOS, MacBook hardware, Windows software, and PCs. - Experience troubleshooting common workplace applications such as Zoom, Slack, Google Chrome, and Google Workspace. - Experience providing AV support for meeting rooms, event spaces, and office technology. - Experience supporting new-hire IT onboarding, including computer and account setup. - Intermediate troubleshooting skills for office hardware, including a basic understanding of office networks and infrastructure. - Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS, office networks, switches, and gateways. - Strong ability to multitask and manage competing priorities, quickly identifying what needs attention first. - A consistent, reliable, and dependable approach, with a desire to keep learning and contribute beyond day-to-day support. - A relentlessly customer-focused mindset: you do the right thing, the right way. - Flexibility to support events, hardware changes, office moves, and other operational needs as required. - Experience handling complex requests, triaging and prioritising effectively, escalating when necessary, and owning issues through to completion. - Experience contributing to operational guides and improving processes for colleagues internationally. PREFERRED - Experience working in a multinational technology company, with an understanding of different cultures and empathy for people communicating in a second language. YOU'LL THRIVE HERE IF - You own the outcome and you don't wait for permission to fix what's broken. - You're consistently looking to take on new and diverse challenges, expand your knowledge beyond your current areas of expertise, and are comfortable stepping outside your comfort zone to do 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 communicate clearly and directly across cultures, and you're thoughtful about how context shifts meaning across borders. - You connect dots across functions and hold the big picture without losing grip on the details. 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 s