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Technical Support Lead (Asia Pacific incl. China coverage)

Airwallex· Operations
Apply on company site
SG - SingaporeFull-timePosted 11mo ago

About the role

Technical Support Lead responsible for APAC and China regions, providing advanced technical support, coordinating incident resolution, and driving product reliability and processes.

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

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 escalate 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

Skills

Required:RESTJSONHTTP/HTTPSSQLTroubleshootingCommunication
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Airwallex

Trusted Global Payments & Financial Platform

Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.

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