Engineering Manager, Technical Support
Engineering Manager, Technical Support
Engineering Manager, Technical Support
Airwallex
Airwallex is a leading global payments and financial platform, seeking an Engineering Manager for Technical Support to enhance customer experience and product reliability. The role involves managing a team of Technical Support Engineers, troubleshooting technical issues, and collaborating with internal teams to improve product functionality.
Qualification
- 3+ years experience in people management, 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
- Experience with REST, JSON, HTTP, HTTPS and SQL
- Strong problem-solving skills and ability to work collaboratively
Responsibility
- Provide support to Airwallex’s customers on troubleshooting their technical issues
- Work directly with developers and internal teams on post integration issues
- Identify areas where Airwallex’s products and services are not functioning as expected
- Coordinate with internal stakeholders to identify causes of system failures
- Manage resolution of system failure incidents
- Participate in the development of tools, systems, and processes to improve productivity and product reliability
