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

Role Overview

The Engineering Manager, Technical Support at Airwallex will lead a team of Technical Support Engineers responsible for providing exceptional technical assistance to customers in the Asia Pacific region, including China. This role requires a strong technical background, excellent people management skills, and a passion for delivering outstanding customer service. The Engineering Manager will be responsible for ensuring that the team is equipped to troubleshoot complex technical issues, provide best practices for using Airwallex's products, and collaborate with internal teams to resolve system failures. This role will focus on optimizing workflows, and maintaining a high level of customer satisfaction within the APAC region. The individual will be a champion for innovation in service delivery.

A Day in the Life

* **Team Leadership (30%):** Conducting team meetings, providing guidance and mentorship to team members, setting performance goals, and conducting performance reviews. Facilitating professional development. * **Technical Support Oversight (25%):** Overseeing the resolution of complex technical issues, ensuring that the team adheres to established processes and procedures, and providing technical expertise when needed. Monitoring ticket queues and SLAs. * **Collaboration (20%):** Working closely with developers, product managers, and other internal stakeholders to identify and resolve product issues, provide feedback on product improvements, and ensure seamless communication across teams. * **Process Improvement (15%):** Identifying opportunities to improve processes and procedures, developing and implementing new tools and systems, and streamlining workflows to enhance team efficiency. * **Incident Management (10%):** Coordinating the process to manage resolution of system failure incidents, escalating issues to appropriate teams, and ensuring timely communication to stakeholders.

Why Singapore?

Singapore is a strategic hub for Airwallex's operations in the Asia Pacific region. Its strong financial infrastructure, business-friendly environment, and access to a diverse talent pool make it an ideal location for supporting customers in APAC and China. Additionally, Singapore's central location and excellent connectivity facilitate collaboration with teams across the region.

Career Path

This Engineering Manager role offers a clear path for career advancement within Airwallex. Potential career paths include: * **Senior Engineering Manager:** Leading a larger team of Technical Support Engineers or managing multiple teams across different regions. * **Director of Technical Support:** Overseeing all technical support operations for Airwallex. * **Principal Engineer:** Focusing on technical leadership and innovation within the engineering organization. * **Product Management:** Transitioning into a product management role, leveraging technical expertise and customer insights to shape the future of Airwallex's products.

Salary & Benefits

The estimated salary range for this position in Singapore is $100,000 - $180,000 USD annually. Airwallex offers a comprehensive benefits package, including: * Health insurance * Paid time off * Retirement plan * Employee stock options * Performance bonuses * Flexible work arrangements * Professional development opportunities

Airwallex Culture

Airwallex fosters a culture of innovation, collaboration, and customer focus. Employees are encouraged to think outside the box, challenge the status quo, and work together to solve complex problems. The company values diversity, inclusion, and a growth mindset. Airwallex promotes a work hard, play hard environment. Airwallex employees embrace challenges and are committed to building something great.

How to Apply

Interested candidates are encouraged to apply online through the Airwallex careers page. Please submit a resume and cover letter highlighting your relevant experience and skills.

Frequently Asked Questions (FAQ)

1. **What is Airwallex?** Airwallex is a global payments and financial platform for businesses. 2. **What are the key responsibilities of this role?** Managing a team of technical support engineers, providing technical assistance to customers, and collaborating with internal teams. 3. **What qualifications are required for this role?** 3+ years of people management experience, 5+ years of technical support experience, and a bachelor's degree in computer science or a related field. 4. **What is the salary range for this position?** The estimated salary range is $100,000 - $180,000 USD annually. 5. **What benefits does Airwallex offer?** Airwallex offers a comprehensive benefits package, including health insurance, paid time off, and employee stock options. 6. **What is the company culture like?** Airwallex fosters a culture of innovation, collaboration, and customer focus. 7. **What opportunities are there for career advancement?** Potential career paths include Senior Engineering Manager, Director of Technical Support, and Principal Engineer. 8. **What is it like to work in the Singapore office?** The Singapore office is a vibrant and collaborative environment with a diverse team of talented individuals. 9. **How does Airwallex support professional development?** Airwallex provides opportunities for professional development through training programs, mentorship, and conference attendance. 10. **What is Airwallex's approach to diversity and inclusion?** Airwallex is committed to creating a diverse and inclusive workplace where everyone feels valued and respected.