IT Support Engineer

About the Company

Airwallex is the only unified payments and financial platform for global businesses. Powered by a unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide—including Brex, Navan, Qantas, SHEIN, and many more—with fully integrated solutions to manage business accounts, payments, spend management, treasury, and embedded finance at a global scale. Founded in Melbourne, we have a team of over 2,300 innovators across 27 offices globally. Valued at US$11 billion and backed by world-leading investors such as T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is building the global payments and financial platform of the future.

Attributes We Value

We hire builders with founder-like energy who thrive on impact, accelerated learning, and ownership. You bring strong role-related expertise, sharp thinking, and a mission-driven mindset. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles while balancing speed and rigor. You’re humble, collaborative, and turn ideas into real products end-to-end. You leverage AI to work smarter and solve problems faster. Here, you’ll tackle complex, high-visibility challenges alongside exceptional teammates and grow your career as we shape the future of global banking.

About the Team

Airwallex IT Operations is the first point of contact for employees needing technical support. We’re a friendly and helpful team, assisting with new hire onboarding, technical issues, and managing hardware across global offices. We provide support via service desk, chat, and in-person in our core offices.

Responsibilities

• Provide on-site and remote tech support for Airwallex employees and contractors, focusing on macOS, MacBook hardware, Windows software, and PC support.
• Troubleshoot software on macOS and Windows OS, including Zoom, Slack, Google Chrome, Google Workspace, and other common applications.
• Debug common hardware issues with Windows and Apple devices.
• Support AV setups for meeting rooms, event spaces, and office technology, including daily operations and internal events.
• Conduct weekly new hire IT onboarding to ensure a smooth first-day experience.
• Administer applications like Google Workspace, Slack, Okta, and assist with common issues.
• Write clear, concise documentation and support guides for diverse audiences.
• Contribute to operational guides, provide feedback, and improve processes for global peers.
• Handle complex requests, triage priorities, and own issues end-to-end with escalation only when necessary.

This role is primarily in-office, requiring regular on-site presence Monday–Thursday with flexibility for events or team needs.

Requirements

• Exceptional customer service and hospitality skills, with patience and empathy for time-sensitive situations.
• Proven written and verbal communication skills.
• Strong documentation skills for technical and non-technical audiences.
• Experience supporting and troubleshooting MDM applications for Mac and Windows.
• Basic administration of Google Workspace, Okta, Confluence, JIRA, and Zoom.
• Proficiency in Slack for efficient technical communication.
• Consistency, reliability, and eagerness to learn beyond support tasks.
• Strong technical troubleshooting skills for hardware and software.
• Intermediate knowledge of office hardware, networking (Wi-Fi, DNS, switches, gateways), and infrastructure basics.
• Ability to multitask and prioritize competing demands.
• Customer-focused mindset with a commitment to doing things the right way.
• Flexibility in work shifts/location to support events, hardware changes, or office moves.

Preferred Qualifications

• Experience in multinational tech companies, with cultural awareness and patience for non-native English speakers.

Pay

Compensation range: $120K – $170K.