Engineering Manager, Technical Support

About the position

As the Manager of Technical Support Engineering, you will manage a geographically distributed team on complex technical issues during the usage of Airwallex’s services. As a global payments provider, our business relies on the strength of its service being fully operational 24/7, 365 days of the year. You will also be involved in defining and delivering initiatives to improve our system’s reliability and to coordinate efforts to fix issues when they arise.

Responsibilities

• Provide support to Airwallex’s customers 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

Requirements

• 3+ years experience in people management, with success in directly managing Technical Support Engineers in APAC and EMEA regions.
• 5+ years experience in customer-facing technical support.
• Bachelor degree or above in Computer Science or relevant majors.
• 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 escalate system incidents and coordinate resolution.
• Strong willingness to deliver exceptional customer service at scale.
• Experience with REST, JSON, HTTP, HTTPS and SQL.
• Excellent written, verbal and in-person communication skills.

Nice-to-haves

• 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.