Technical Support Lead (Asia Pacific incl. China coverage)

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 lead technical support for Airwallex customers, particularly across APAC and China, helping troubleshoot integration and product issues through clear technical explanations, sample code, payment-log analysis and FAQs. - Manage and develop Technical Support Engineers across APAC and China, setting a high bar for customer service, technical problem-solving and operational execution. - Partner directly with developers and internal teams on post-integration issues, sharing best practices and turning recurring customer problems into product and process improvements. - Coordinate incident investigation and resolution with internal stakeholders, and help manage the response to system failures. - Contribute to tools, systems and processes that improve support productivity and product reliability. You'll work from our Shanghai office five days a week. WHAT WE'RE LOOKING FOR Essentials - 3+ years of experience managing people, with a track record of directly managing Technical Support Engineers across APAC and China. - 5+ years of experience in customer-facing technical support. - Bachelor's degree or above in Computer Science or a related field. - Strong knowledge of REST, JSON, HTTP, HTTPS and SQL, including common HTTP errors and their resolutions. - Proven experience troubleshooting and solving technical issues. - Sufficient technical knowledge to communicate effectively with software development teams. - Familiarity with processes for escalating system incidents and coordinating resolution. - A strong commitment to delivering exceptional customer service at scale. - Excellent written, verbal and in-person communication skills in both English and Mandarin. Preferred - Technical knowledge of Python or Go. - Experience with monitoring tools such as ELK, Splunk or Loki. - Experience in e-commerce, payments or fintech. - Strong command of both English and Mandarin. YOU'LL THRIVE HERE IF - 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’re comfortable operating across time zones with a globally distributed team, including colleagues based in APAC and EMEA. - You connect dots across functions and hold the big picture without losing grip on the details. - You simplify complexity rather than hiding behind it. LEARN MORE ABOUT YOUR TEAM Merchant Services at Airwallex is made up of two teams: Solutions Engineering and Technical Support, working together to turn customer-facing technical work into product progress. Across both teams, we help businesses design, integrate, launch, optimize, and scale on Airwallex's global financial infrastructure, covering solution architecture, delivery, technical account management, optimisation, and support. The mandate is simple: solve for the customer in front of us, and build for the customers we haven't met yet. Sitting close to Product, Engineering, and Design means the patterns you see in real customer integrations can become better APIs, documentation, tooling, onboarding paths, and product capabilities. The hard part is doing both at once: shipping for today's customer without losing the signal that improves the product for the next. This is a team for people who can earn trust with builders, reason through complex systems, communicate clearly, and stay grounded in commercial outcomes. If you want to work at the intersection of agentic finance, customer impact, and product development, this is where your work compounds. 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 entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or an