IT Support Engineer Engineering Engineering • Americas

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and Tik Tok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

You’ll provide responsive, empathetic technical support that keeps Airwallex employees productive across our New York office and remotely. You’ll be the first point of contact for macOS and Windows issues, hardware troubleshooting, workplace applications, meeting-room technology, and AV support for internal events.

• Own employee technology requests through to resolution, triaging competing priorities and escalating when necessary.
• Deliver reliable on-site and remote support across macOS, Mac Book hardware, Windows software, PCs, workplace applications, and office technology.
• Support new-hire IT onboarding by helping new starters set up their computers and accounts for a smooth first day.
• Improve the support experience by documenting solutions clearly, contributing to operational guides, and sharing process improvements with colleagues internationally.
• Provide AV support for meeting rooms, event spaces, and office technology during day-to-day operations and internal events.

You’ll work from our New York office four days a week, with flexibility to be on-site when needed for events, hardware changes, office moves, or team support.

• Exceptional customer service and hospitality skills, with the patience and empathy to support users on-site and in time-sensitive situations.
• Exceptional written and verbal communication skills.
• Strong documentation skills and the ability to write clear, concise knowledge guides for a broad audience.
• Experience supporting and troubleshooting common MDM applications across Mac and Windows environments.
• Experience with basic administration of Google Workspace, Okta, Confluence, Jira, and Zoom.
• Strong Slack skills, including communicating technical issues efficiently with peers and senior support partners.
• Strong technical troubleshooting skills across hardware and software.
• Experience providing on-site and remote technical support for macOS, Mac Book hardware, Windows software, and PCs.
• Experience troubleshooting common workplace applications such as Zoom, Slack, Google Chrome, and Google Workspace.
• Experience providing AV support for meeting rooms, event spaces, and office technology.
• Experience supporting new-hire IT onboarding, including computer and account setup.
• Intermediate troubleshooting skills for office hardware, including a basic understanding of office networks and infrastructure.
• Intermediate networking troubleshooting skills, including familiarity with Wi-Fi, DNS, office networks, switches, and gateways.
• Strong ability to multitask and manage competing priorities, quickly identifying what needs attention first.
• A consistent, reliable, and dependable approach, with a desire to keep learning and contribute beyond day-to-day support.
• A relentlessly customer-focused…