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 250,000 businesses worldwide 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe.

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.

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, taking a lead for ops in the Americas. 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.

Key Responsibilities

• Provide on-site and remote IT support for Airwallex employees and contractors.
• Hardware and software support & troubleshooting – quickly able to debug common problems with Windows and Apple hardware, macOS, windows, iOS etc.
• 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.
• Own offboarding processes for assigned leavers or those in covered regions, incl. Laptop recovery and refreshing.
• Basic administration of common SaaS apps - Google Workspace, Slack, Okta, etc.
• Write exceptional documentation and knowledge guides - clear, concise and easy to understand.
• Contribute to the global IT ops team, providing feedback on what works - and what doesn’t.
• Serve as ‘smart hands’ for other IT teams, helping troubleshoot issues.
• Handle complex requests and triage and prioritise - escalating where necessary, but knowing what is urgent vs. important.
• Lift and move common IT hardware, including desktop monitors and accessories, and some server hardware as reasonably necessary.
• Assist with office moves, build outs, on‑site inspections on behalf of the IT team.
• 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, demonstrated communication skills in English - written and verbal.
• Strong, demonstrated documentation skills.
• Must have prior macOS support experience.
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom.
• Strong Slack skills – you know how to communicate technical issues with teams efficiently and quickly.
• Experience in an international company with offices and leaders in other countries.
• Consistent and reliable – aware of what is always required and commitments.
• 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.
• Experience in a matrix environment, with projects across multiple teams.
• Strong ability to multitask and work on multiple competing priorities.
• 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.

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.