Engineering Manager, Technical Support (Asia Pacific incl. China coverage) at Airwallex

Role Overview

As an Engineering Manager for Technical Support at Airwallex, you will lead a team of Technical Support Engineers dedicated to providing exceptional support to our customers in the Asia Pacific region, including China. Your primary responsibility will be to ensure that our customers receive timely and effective assistance with any technical issues they encounter while using Airwallex's platform. You will also play a crucial role in identifying and resolving systemic issues, improving product reliability, and contributing to the overall success of our engineering efforts.

A Day in the Life

Here's a glimpse of what a typical day might look like:

• Start the day by reviewing support tickets and prioritizing urgent issues.
• Meet with your team to discuss ongoing projects and address any roadblocks.
• Work with developers to troubleshoot complex technical issues.
• Communicate with customers to provide updates on their support requests.
• Identify and document recurring technical issues.
• Contribute to the development of tools and processes to improve support efficiency.
• Participate in system incident management and coordinate resolution efforts.
• Collaborate with product managers to provide feedback on product improvements.
• Stay up-to-date on the latest Airwallex products and technologies.
• Mentor and coach your team members to enhance their technical skills and customer service abilities.

Why Kuala Lumpur?

Kuala Lumpur is a vibrant and dynamic city that offers a unique blend of cultures, cuisines, and opportunities. It is a major economic hub in Southeast Asia and a growing center for technology and innovation. Choosing Kuala Lumpur as your base of operations offers several advantages:

• Strategic Location: Kuala Lumpur provides easy access to other key markets in the Asia Pacific region.
• Talent Pool: The city boasts a highly skilled and diverse workforce.
• Cost of Living: Kuala Lumpur offers a relatively affordable cost of living compared to other major cities in the region.
• Cultural Diversity: The city's multicultural environment provides a rich and stimulating experience.
• Quality of Life: Kuala Lumpur offers a good balance of work and leisure, with plenty of opportunities for entertainment, recreation, and travel.

Career Path

This role offers excellent opportunities for career advancement within Airwallex. You could potentially move into roles such as:

• Senior Engineering Manager
• Director of Technical Support
• Head of Engineering
• Principal Engineer

Salary & Benefits

Airwallex offers a competitive salary and benefits package that includes:

• Competitive base salary
• Performance-based bonuses
• Health insurance coverage
• Paid time off and holidays
• Employee stock options
• Retirement plan options
• Professional development budget
• Flexible work arrangements (if applicable)

Airwallex Culture

At Airwallex, we are committed to building a culture that is:

• Innovative: We encourage our employees to think outside the box and come up with creative solutions.
• Collaborative: We believe that teamwork is essential for success.
• Customer-centric: We are dedicated to providing exceptional customer service.
• Results-oriented: We are focused on achieving our goals and delivering results.
• Inclusive: We embrace diversity and create a welcoming environment for all.

How to Apply

If you are interested in this exciting opportunity, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and skills, and explain why you are a good fit for Airwallex.

FAQ

1. What is Airwallex?
   Airwallex is a global payments and financial platform for modern businesses. We help businesses of all sizes operate globally without borders.
2. What does an Engineering Manager do?
   An Engineering Manager leads and manages a team of engineers, providing technical guidance, mentorship, and support. They ensure the team meets its goals and objectives.
3. What skills are important for this role?
   Strong technical skills, leadership abilities, communication skills, and customer service skills are essential for this role.
4. What is the interview process like?
   The interview process typically involves a phone screening, a technical interview, and an interview with the hiring manager and other team members.
5. What is the company culture like?
   Airwallex has a fast-paced, innovative, and collaborative culture.
6. What opportunities are there for professional development?
   Airwallex offers a variety of professional development opportunities, including training programs, conferences, and mentorship opportunities.
7. What is the work-life balance like?
   Airwallex values work-life balance and offers flexible work arrangements where possible.
8. What is the dress code?
   The dress code is generally business casual.
9. What is the company's mission?
   Airwallex's mission is to empower businesses to grow beyond borders and operate globally without limitations.
10. What are the company's values?
    Airwallex's values include innovation, collaboration, customer focus, results orientation, and inclusivity.