Senior IT Support Engineer

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 200,000 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 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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 and fleet of laptops across all of our global offices. We provide services across our service desk, over chat, and face to face and zoom in our core offices.
Job Summary
You'll provide outstanding customer service and support to our Airwallex team in our offices and remotely. We're obsessed with delivering a fantastic support experience and world-class customer service. From new hire IT onboarding to service desk tickets and walk-up support, meeting room and all-hands AV, you'll be the "face" of IT to our Airwallex team. You'll be the first point of contact when things go wrong for our team, and you'll work closely with your peers internationally to provide a great support experience for Airwallex staff. You'll get to work on a lot of different technology and projects, and grow your skills in engineering.
This role requires regular fixed on-site days in our office, with reasonable flexibility required, such as to support onboarding, in-office events or marketing initiatives.
Key Responsibilities

• Provide on-site and remote IT support for Airwallex employees and contractors
• Hardware support & troubleshooting - quickly able to debug common problems with Windows and Apple hardware
• Software support & troubleshooting - able to troubleshoot common macOS and windows software issues and OS issues
• Strong SaaS troubleshooting skills - i.e. Zoom, Slack, Google Chrome, Google Workspace, etc.
• Provide AV support for meeting rooms, all-hands event spaces and office technology
• Run new hire IT onboarding events every week - help our new starters set up their computers, accounts, and onboard to Airwallex
• Basic administration of common SaaS apps - Google Workspace, Slack, Okta, etc.
• Write exceptional documentation and knowledge guides - clear, concise and easy for all audiences to understand
• Contribute to the global IT ops team, providing feedback on what works - and what doesn't, improving our processes and helping peers
• Handle complex requests and triage and prioritise - escalating where necessary, but knowing what is urgent, mindful of others' time and schedules
• Lift and move common IT hardware, including desktop monitors and accessories, and some server room hardware as reasonably necessary - basic tool use to assemble and disassemble basic hardware
• Thrive in a startup environment - managing ambiguity and working with various teammates to get things done regardless of hierarchy

Qualifications

• Exceptional customer service and hospitality skills - patiently and empathetically supporting people in time sensitive situations.
• Exceptional, proven communication skills - written and verbal
• Great documentation skills - you can document your work, and write a great article to a high standard
• You must have prior macOS support experience
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom
• Strong Slack skills - you know your emojis and you know how to communicate technical issues with teams efficiently and quickly
• Experience in an international company with offices and leaders in other countries
• You're consistent and reliable - and you're hungry to learn more and work on more than just support
• Strong foundational technical troubleshooting skills - hardware and software
• Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks.
• Experience in high growth multinational tech companies - understanding of different cultures, aware of challenges communicating across languages, but patiently able to work through technical problems
• Experience in a matrix environment, with projects across multiple teams
• Strong ability to multitask and work on multiple competing priorities - you can quickly figure out what needs to happen first, and what can wait a little longer
• Relentlessly customer focused - you do the right thing, the right way; hospitality experience is a great skill here
• Working on a basic on-call schedule and flexible to support events with flexibility where necessary, such as a network upgrade or a marketing event.

Applicant Safety Policy: Fraud and Third-Party Recruiters
To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.
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.
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.