Technical Support Engineer

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is hiring a Technical Support Engineer in its London office. The role sits within Merchant Services, alongside Solutions Engineering, and supports customers and internal teams after integration. You will investigate complex technical issues, turn recurring problems into practical guidance and help coordinate responses during incidents. You will work from the London office three days a week.

Key responsibilities

• Support developers, merchants and internal teams with post-integration issues, giving technical guidance, consulting and best practices.
• Investigate issues across code, software, hardware, devices and endpoints by designing and running test scenarios.
• Configure test environments, payment APIs and ecommerce products to reproduce issues.
• Communicate technical issues clearly to customers and internal teams, identifying irregularities and unexpected behaviour.
• Create practical technical resources such as sample code, log-searching guidance and FAQs.
• Coordinate communication and responses between clients, internal stakeholders and senior leadership during global incident management.
• Occasionally cover weekends and holidays on call.

Required profile

• Bachelor's degree or above in Computer Science or a related discipline.
• Professional experience in programming, technical support, implementation or a related role.
• Excellent verbal and written communication, strong troubleshooting and problem-solving skills.
• Strong prioritisation, organisation and attention to detail when handling multiple urgent issues.
• Sufficient technical knowledge to communicate with Engineering and Product teams.
• Willingness to take occasional weekend and holiday on-call shifts.
• Preferred: experience in ecommerce, payments or fintech.

Required skills

• At least one programming or scripting language such as Python, Java, PHP, C#, JavaScript or shell scripting.
• Familiarity with web technologies, HTTP and HTTPS.
• Experience with REST, JSON, SOAP and SQL.
• Familiarity with observability tools such as Splunk and Grafana.