Senior IT Support Engineer

Airwallex1 weeks ago

Location

CN - Shanghai

Type

Full Time

Level

Senior

Role

Senior IT Support Engineer

Posted

Mar 4, 2026

Full TimeSenior

The role

Summary

Senior IT Support Engineer role at Airwallex's Shanghai office, providing comprehensive technical support to employees across hardware, software, and SaaS platforms. This position combines hands-on IT support with customer service excellence in a fast-paced fintech environment, requiring expertise in macOS/Windows systems and collaborative work across global teams.

What you'll do

On-site IT Support: Provide comprehensive on-site and remote IT support for Airwallex employees and contractors across hardware and software issues

Hardware Troubleshooting: Debug and resolve common problems with Windows and Apple hardware including desktops, laptops, and peripherals

Software Support: Troubleshoot macOS, Windows software issues, and operating system problems for end users

SaaS Platform Management: Provide expert troubleshooting for Zoom, Slack, Google Chrome, Google Workspace, and other business applications

Audio Visual Support: Manage AV support for meeting rooms, all-hands event spaces, and office technology systems

New Hire Onboarding: Conduct weekly IT onboarding sessions to help new starters set up computers, accounts, and integrate with Airwallex systems

SaaS Administration: Perform basic administration of Google Workspace, Slack, Okta, and other enterprise applications

Documentation Management: Create exceptional documentation and knowledge guides that are clear, concise, and accessible to all audiences

Process Improvement: Contribute to global IT operations team by providing feedback on processes and helping improve support procedures

Request Triage: Handle complex requests, prioritize urgent issues, and escalate appropriately while being mindful of time and schedules

Hardware Management: Lift, move, and manage IT hardware including monitors, accessories, and server room equipment as needed

Startup Operations: Thrive in fast-paced startup environment, managing ambiguity and collaborating across teams regardless of hierarchy

What we look for

Technical

macOS SupportPrior experience with macOS support and troubleshooting is mandatory

Google Workspace AdministrationExperience with basic administration of Google Workspace suite

Identity ManagementFamiliarity with Okta identity and access management platform

Collaboration ToolsExperience with Confluence, JIRA, and Zoom administration

Network TroubleshootingIntermediate networking troubleshooting skills including WiFi, DNS, and office networks

Hardware TroubleshootingStrong foundational technical troubleshooting skills for both hardware and software

Communication PlatformsAdvanced Slack skills including efficient technical communication

Education

Technical BackgroundTechnical education or equivalent experience in IT support and systems administration

Experience

International CompaniesExperience in international companies with offices and leaders in multiple countries

High Growth TechExperience in high growth multinational tech companies with understanding of different cultures

Matrix EnvironmentExperience working in matrix environment with projects across multiple teams

Customer ServiceExceptional customer service and hospitality skills with proven track record

Documentation SkillsGreat documentation skills with ability to write high-standard technical articles

Multitasking AbilityStrong ability to multitask and work on multiple competing priorities effectively

Skills

Required skills

Customer Service ExcellenceExceptional customer service and hospitality skills for supporting people in time-sensitive situations

Technical CommunicationExceptional proven communication skills both written and verbal for technical documentation

macOS ExpertiseMust have prior macOS support experience and troubleshooting capabilities

SaaS Platform ManagementExperience with Google Workspace, Okta, Confluence, JIRA, and Zoom administration

Network FundamentalsIntermediate networking troubleshooting including WiFi, DNS, and office network issues

Hardware TroubleshootingStrong foundational technical troubleshooting skills for hardware and software

Cross-Cultural CommunicationAbility to work across different cultures and communicate through language barriers

Priority ManagementStrong ability to multitask and determine urgent vs non-urgent priorities

Nice to have

Hospitality BackgroundHospitality experience that demonstrates customer-focused service approach

On-Call FlexibilityWillingness to work on basic on-call schedule and support events as needed

Physical Hardware SkillsAbility to lift and move IT hardware and use basic tools for assembly/disassembly

Startup AdaptabilityExperience thriving in startup environments with ambiguity and changing priorities

Compensation & benefits

Benefits

Global Team Collaboration

Work with over 2,000 innovative people across 26 offices worldwide

Professional Growth

Accelerated learning opportunities and skill development in engineering

Flexible Work Arrangement

Primarily in-office with flexibility for remote days as needed

International Exposure

Work with international teams and gain cross-cultural experience

Technology Access

Work with cutting-edge technology and diverse projects

Career Development

Growth opportunities in a US$8 billion valued fintech company

Interview process

1
Application Review — Initial screening of resume and qualifications focusing on technical support experience
2
Phone/Video Screen — Initial interview to assess communication skills and cultural fit
3
Technical Assessment — Practical assessment of troubleshooting skills and technical knowledge
4
Customer Service Evaluation — Behavioral interview focusing on customer service scenarios and problem-solving
5
Final Interview — Meeting with team members and managers to assess team fit and role alignment