Technical Support Lead (Asia Pacific incl. China coverage)

Airwallex; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Airwallex in Singapore is seeking an experienced Technical Support Manager to lead a team focused on providing exceptional technical assistance to customers in the APAC and China regions. Responsibilities include managing support issues, collaborating with developers, and continuously improving product reliability.

The ideal candidate should possess over 5 years of technical support experience, proficiency in REST, SQL, and strong communication skills in both English and Mandarin. Join Airwallex to impact the future of global banking.

Qualifications

• 3+ years experience in people management, specifically managing Technical Support Engineers.
• 5+ years experience in customer-facing technical support.
• Strong technical knowledge to communicate with development teams.

Responsibilities

• Support customers with technical issues, particularly in APAC and China.
• Work with internal teams on post-integration issues.
• Identify improvements for Airwallex’s products and services.

Skills

Technical support management

Customer service skills

Problem-solving skills

Technical troubleshooting

Communication in English

Communication in Mandarin

Education

Bachelor's degree in Computer Science or relevant majors

Tools

REST

JSON

SQL

Python

Go

ELK

Splunk

Loki

Job description

Attributes We Value

We hire successful builders with founder‑like energy who want real impact, accelerated learning, and true ownership. You bring strong role‑related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You’re humble and collaborative; turn zero‑to‑one ideas into real products, and you "get stuff done" end‑to‑end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.

Responsibilities

• Provide support to Airwallex’s customers (particularly the APAC and China regions) on troubleshooting their technical issues (e.g. providing technical information / explanations, sample codes, exploring payment logs, FAQs).
• Work directly with developers and internal teams on post‑integration issues to provide support and best practices for using Airwallex’s product.
• Identify areas where Airwallex’s products and services are not functioning as expected and work with internal stakeholders to deliver improvements.
• Coordinate with internal stakeholders to identify causes of system failures and deliver solutions.
• Be available to coordinate the process to manage resolution of system failure incidents.
• Participating in the development of tools, systems, and processes to improve productivity and product reliability.

Who You Are

We’re looking for people who meet or exceed the following requirements.

Minimum Qualifications

• 3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and China region.
• 5+ years experience in customer‑facing technical support.
• Bachelor degree or above in Computer Science or relevant majors.
• Experience with REST, JSON, HTTP, HTTPS and SQL. Must be familiar with common HTTP errors and resolutions.
• Proven experience and skills in troubleshooting and problem‑solving technical issues.
• Must have sufficient technical knowledge to communicate with software development teams.
• Have familiarity with process to elevate system incidents and coordinate resolution.
• Strong willingness to deliver exceptional customer service at scale.
• Excellent written, verbal and in‑person communication skills in both English and Mandarin.

Preferred Qualifications

• Good to have technical knowledge: Python, Go.
• Good to have monitoring tools knowledge: ELK, Splunk, Loki.
• Experienced in e‑commerce, payment, fin‑tech industry is a plus.
• Good command of English and Mandarin.

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 any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.