Senior IT Support Engineer, India

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 consistently great support experience for our team. 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, on macOS and windows, and hardware support for PC and Apple hardware
• Provide software support and troubleshooting on macOS and Windows OS and SaaS applications
• Hardware troubleshooting - quickly able to debug common problems with Windows and Apple hardware
• 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 one or more applications - Google Workspace, Slack, Okta and assist with common issues and projects
• Write exceptional documentation and knowledge guides - clear, concise and easy for all audiences to understand and act on
• Contribute to constant team improvement, 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 when to move forward, mindful of others' time and schedules
• Thrive in a startup environment - managing ambiguity and working with various teammates and teams to get things done regardless of hierarchy

Requirements

• A patient and empathetic approach to supporting users on-site and often in time sensitive situations.
• Great documentation skills - you can document your work, and write a great article to a high standard
• Experience with supporting and troubleshooting common MDM applications - mac and windows
• Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom
• You're consistent, reliable and dependable - but you're hungry to learn more and work on more than just support
• Strong knowledge of Google Workspace and Slack basics
• Strong foundational technical troubleshooting skills - hardware and software
• Intermediate troubleshooting skills on office hardware - you know the basics of an office network or infrastructure, and can diagnose basic problems, like why the printer doesn't work, what an VPN error is, etc.
• Intermediate networking troubleshooting - you know the basics of networking and common issues with wifi, DNS and office networks. You don't need to know DNS ports, but you know the difference between a gateway and a switch.
• Experience in high growth multinational tech companies - understanding of different cultures, empathetic to 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
• Willing to work on a shifting schedule to support a hybrid work environment, and reasonably able to support some out-of-hours events or projects (but we'll make sure you get rest to recover too!)

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.