Engineering Manager – Technical Support
| Company | Airwallex |
|---|---|
| Location | San Francisco, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
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.
- 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.
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
Preferred Qualifications
- 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.