Senior IT Support Engineer & Site Lead

Airwallex5 months ago

Location

SG - Singapore

Type

Full Time

Level

Senior

Role

Site Reliability Engineer

Posted

Oct 13, 2025

Full TimeSenior

The role

Summary

Senior IT Support Engineer & Site Lead role at Airwallex Singapore HQ, leading IT operations for a rapidly growing fintech company. This player-coach position combines hands-on technical support with team leadership, managing day-to-day IT infrastructure, vendor relationships, and serving as escalation point for regional IT support teams across APAC.

What you'll do

Singapore IT Operations Leadership: Own and manage day-to-day IT operations for Airwallex Singapore HQ, ensuring smooth and consistent technology experiences

Cross-functional Collaboration: Work with teams across IT Engineering, INFOSEC, Finance, Engineering, Workplace, and People teams as key Singapore office member

Hardware and Software Procurement: Manage complete procurement lifecycle including raising PR/POs, ordering hardware, maintaining stock levels, and accurate inventory tracking

Expert Technical Support: Provide advanced IT support for Airwallex community both in-office and remotely, serving as escalation point for complex issues

SaaS Application Management: Hands-on management of multiple SaaS applications and tools used across the organization

Documentation and Knowledge Management: Maintain and build comprehensive IT knowledge base and documentation for team and users

Employee Onboarding and Offboarding: Conduct new hire onboarding sessions, prepare hardware, and manage departing staff equipment collection and license management

Vendor Relationship Management: Manage relationships with third-party vendors across Singapore and APAC region, from RFP processes to ongoing partnerships

Team Leadership and Mentoring: Manage IT Support Engineers (FTE or contractors) in regional offices, provide mentoring, training, and skill development

Executive and VIP Support: Serve as primary IT support contact for executives in or visiting Singapore HQ

On-call Support Rotation: Participate in rotating on-call roster for critical support escalations

Global Team Integration: Work as part of global IT operations team, translating global policies to local actions and serving on global service desks

Event and AV Management: Ensure events are set up with proper audio-visual equipment and technology ready for guests and presentations

What we look for

Technical

Apple and Windows Device ManagementBasic to advanced understanding of managing Apple and Windows devices in enterprise environment

Identity and Access ManagementStrong understanding of IAM principles, Active Directory, and user provisioning systems

Network and Endpoint TroubleshootingStrong technical skills in network diagnostics, client/endpoint management, and general IT troubleshooting

Problem Solving Under PressureAbility to quickly triage and solve problems with logical assumptions under time constraints

IT Service ManagementDemonstrated ability to establish service benchmarks, drive engagement, and enhance self-service offerings

Education

Technical EducationRelevant technical education in IT, Computer Science, or equivalent practical experience

Experience

IT Leadership Experience4+ years in IT support, lead, IT manager, or IT engineering role

Site Leadership ExperiencePrevious experience as IT site lead, IT Lead, or IT Manager for regional HQ or large office

Cross-cultural CommunicationStrong demonstrated communication ability in English (written and verbal) with multiple cultures and stakeholders

Autonomous Work StyleProven ability to work independently, manage time effectively, and prioritize urgent vs important tasks

Ownership and EscalationStrong ownership mentality with ability to handle problems to completion while knowing when to escalate appropriately

Skills

Required skills

IT Leadership4+ years experience in IT support, management, or engineering roles with proven leadership capabilities

Device ManagementStrong understanding of Apple and Windows device management in enterprise environments

Identity and Access ManagementComprehensive knowledge of IAM systems, user provisioning, and security protocols

Technical TroubleshootingExpert-level network, endpoint, and general IT troubleshooting abilities

Problem SolvingStrong analytical skills with ability to make decisions under pressure and time constraints

CommunicationExcellent written and verbal English communication across multiple cultures and stakeholders

Project ManagementAbility to manage procurement, vendor relationships, and cross-functional initiatives

Team LeadershipExperience mentoring, training, and developing junior staff while managing escalations

Nice to have

MDM ToolsExperience with Intune, Kandji, JAMF, or other mobile device management platforms

Scripting LanguagesFamiliarity with Python, PowerShell, Bash, or other automation scripting languages

ITIL FrameworkPractical IT service management knowledge beyond theoretical ITIL understanding

Fintech ExperiencePrevious experience in financial technology or regulated financial services industry

Hypergrowth ExperienceExperience with rapidly growing companies, office expansions, and scaling IT operations

Vendor ManagementExperience with RFP processes, vendor selection, and ongoing relationship management

Executive SupportExperience providing VIP and executive-level IT support and service

Compensation & benefits

Benefits

Global Career Growth

Opportunity to grow career while building the future of global banking in a rapidly expanding fintech

International Exposure

Work with teams across 26 global offices and experience diverse cultures and business practices

Professional Development

Mentoring opportunities and skill development in a fast-paced, innovative technology environment

High-Impact Role

Highly visible, cross-functional role with real impact on company operations and employee experience

Cutting-edge Technology

Work with latest IT tools, AI-powered solutions, and modern SaaS applications

Equal Opportunity Employment

Proud equal opportunity employer valuing diversity and inclusion across all backgrounds

Interview process

1
Initial Phone Screen — HR conversation to discuss background, role expectations, and cultural fit with Airwallex values
2
Technical Phone Interview — Technical discussion covering IT infrastructure, troubleshooting scenarios, and leadership experience
3
Practical Assessment — Hands-on technical scenarios including device management, network troubleshooting, and vendor management case studies
4
Panel Interview — Meet with IT Operations Manager, cross-functional stakeholders, and potential team members to assess collaboration and leadership skills
5
Singapore Office Visit — On-site interview at Singapore HQ to meet the team, tour facilities, and discuss specific site requirements and challenges
6
Executive Interview — Final interview with senior leadership to discuss strategic vision, growth plans, and long-term career development