Senior IT Support Engineer

Job description

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 150,000 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 1,800 of the brightest and most innovative people in tech across 26 offices around the globe.

Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, 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.

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 a fantastic support experience and world-class customer service.

This is a player-coach role, where you’ll need to be hands-on providing support 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 of our flagship Singapore HQ site, including the hardware and office environment as well as support for our Singapore employee community.

You’ll triage and escalate issues between teams as needed and ensure we have a healthy stock of hardware, laptops and accessories in our offices.

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 Singapore office
Regional IT Support Leadership – Own IT support services across global regions, with primary emphasis on APAC operations.

This requires a demonstrated ability to establish 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 configuration or adjustments on our many SaaS apps/tools
Own, maintain, and build our IT knowledge base and documentation
Onboard new hires, ready for day one
Offboard former staff, collecting and refreshing hardware/licenses
Design and implement right-sized processes that support our growing company – the right process for Airwallex (simple, sustainable, scalable)
Improve and provide feedback to existing processes and policies – actively improve and scale at a growing fintech in many global locations
Manage relationships with third-party vendors, from selection and RFP to ongoing relationships in region
Escalate issues to IT Engineering and INFOSEC teams when appropriate, driving more issues to IT operations and one-touch resolutions, collaborate and own an issue to completion
Manage IT Operations Engineers (FTE or Contractors) in regional offices, approving requests or helping resolve issues, escalating where appropriate and sharing knowledge, training and upskilling a team of engineers
Responsible for the outcomes and daily standards for the IT Operations team members in your region, aware of any issues and ensuring they’re performing to our high standards
Strong communication skills across many teams and cultures – clear, concise writing and documents that are understood by multiple audiences.


What you'll bring:
3+ years working in a IT support lead or IT engineering role
Strong understanding of the Apple and Windows device management and deployment
A strong independent decision-making and judgement skills.

A drive to solve the challenges of high-growth startups, especially when processes are missing or ambiguous, requiring quick-thinking and scalable solutions
Understanding of identity and access management in an organization
Demonstrated and strong problem solving skills, able to quickly triage and solve problems with incomplete data or under time constraints – self-sufficiency is key
Demonstrated ability to thrive in ambiguity and make the right decisions, able to explain why and how
Autonomous and able to manage your time and prioritize the right tasks throughout a day or a week – longer timelines are tracked and you can plan ahead, but prioritize urgent vs important tasks
Strong interpersonal skills and experience with multiple cultures and stakeholders – you’ll collaborate and work across many partners in the business and grow these relationships on behalf of Corporate IT
Strong ability to handle problems, owning them to completion but escalating or handing them off when appropriate – extremely aware of others’ time constraints, knowing when to escalate to a vendor or “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
Rapid/Hypergrowth companies a strong bonus – you've seen and experienced a company rapidly growing and opening new offices and locations
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.


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.

If you are approached by someone claiming to represent Airwallex, please verify with our team.


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