Senior IT Support Engineer at Airwallex

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. 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 [Upgrade to PRO to see link] 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. About the Team  Airwallex IT Operations is the first port of call for employees when they need help or have an issue with technology. We’re a friendly and helpful team, happy to greet our new hires on their first day, help employees with technical support, and manage our hardware across all of our global offices. We provide services via our service desk, chat, zoom, and face to face in our offices.  Job Summary: We’re obsessed with delivering fantastic IT support and world-class customer service. This is a player-coach role, where you’ll need to be hands-on with projects and troubleshooting while also serving as an escalation point for IT Operations Engineers when they need help. You’ll be responsible for the day-to-day IT operations, including ITAV hardware and office environments for our China employees, and serve as the first escalation point for our local IT support team. You’ll triage and resolve issues, manage inventory, and be the local point for office expansions and construction. You'll ensure our events are set up and ready to wow guests, and audio-visual equipment is always ready to go, and be the local IT partner to our workplace and people teams. We are a rapidly growing startup and move extremely fast - flexibility and adaptability are required. What you'll be doing: - Highly visible, cross-functional role – you’ll work with teams across IT Engineering, INFOSEC, Finance, Engineering and more, and are a key member of the China office - This requires a demonstrated ability to establish and understand service benchmarks, drive effective engagement, and enhance our self-service offerings. - Take ownership of software and hardware procurement – Raising PR/POs, ordering hardware and ensuring we always have stock-on-hand and it’s accurately tracked and managed - Provide and demonstrate expert IT support for our Airwallex community, in-office or remotely - Hands-on management of our many SaaS apps/tools - Maintain, and build our IT knowledge base and documentation - Onboard new hires, ensuring hardware is ready and conducting onboarding sessions - Offboard departing staff, collecting and refreshing hardware/licenses - Improve and provide feedback to processes and policies - Manage relationships with third-party vendors, from selection and RFPs to ongoing relationships in SG and APAC region - Escalate issues to IT Engineering and INFOSEC teams when appropriate, owning more issues in IT operations and driving one-touch resolutions - Potentially manage, either dotted-line or directly, IT Support Engineers (FTE or Contractors) in regional offices, approving requests or helping resolve issues, escalating where appropriate and sharing knowledge, training and developing junior staff and peers - Work as part of the global IT operations team, translating global policies to local actions, serving on our global service desks and owning support issues to completion - Serve as part of an on-call rotating roster for support escalations. - Strong communication skills across many teams and cultures – clear, concise writing and verbal communication in English, contributing documents that are easily understood by all audiences. What you'll bring: - 4+ years working in a IT support or IT engineering role - Strong demonstrated communication ability in English - written and verbal - Basic or advanced understanding of Apple and Windows device management - Strong understanding of identity and access management - Strong technical skills, including network, clients/endpoints, and general IT troubleshooting - Strong problem solving skills and sound judgement - able to quickly triage and solve problems with logical assumptions and under time constraints – self-sufficiency is key - Demonstrated ability to thrive in ambiguity and make the right decisions - Autonomous and able to manage your time, work independently, and prioritize the right tasks – able to prioritize urgent vs important tasks - Strong interpersonal skills with multiple cultures and stakeholders – you’ll collaborate and work across many partners in the business and grow these relationships with Corporate IT  - Strong ownership - ability to handle problems, owning them to completion but escalating when appropriate – extremely aware of others’ time constraints, knowing when to “cut to the chase” when something isn’t working - Awareness of industry trends and changes – how IT operations should involve in an area of AI and immense disruption - Ability to make things happen without requiring purchases of tools or apps – adaptable to different ways of working Additional Bonus Experience (but not required) - Basic knowledge of MDM tools (Intune, Kandji, JAMF, etc.)  - Familiarity in one or more scripting languages (python, powershell, bash, etc.) - IT service management knowledge in practical use – not just ITIL theory  - Fintech experience a strong plus, but not essential - Rapid/Hypergrowth companies a strong bonus – you’ve seen and experienced a company rapidly growing and opening new offices and locations 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 [Upgrade to PRO to see link] email address. Please apply only through careers.airwallex.com [Upgrade to PRO to see link] 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 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.