Technical Account Manager

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.
The Technical Account Manager serves as a technical expert on Airwallex's payment processing products and services. The role can identify, analyze, and resolve software-related issues, and is responsible for providing post-sale technical services to merchants, developers, and internal teams.
Daily Job:

1. Primary contact for all technical activities post-launch for managed merchants.
2. Hands-on troubleshooting and ensure that the assigned technical issues are resolved quickly.
3. Install and configure test environments, payment APIs, and E-commerce products.
4. Understand Airwallex products and their underlying architecture and perform regular technical audits on merchants' Airwallex integration.
5. Provide code samples and optimization recommendations and ensure Airwallex's best practices are adopted.
6. Participate in regular technical account reviews and provide merchants with insights.
7. Advocate new Airwallex products to improve their adoption and identify new opportunities where Airwallex products and technologies can better fit in merchants' strategy and architecture.
8. Work directly with developers, merchants, and internal teams on post-integration issues to provide technical support, consulting, and best practices.
9. Represent merchant's voice when providing feedback to Airwallex product management and engineering teams to help prioritize the product roadmap accordingly.
10. Develop rapports across all levels and functions to create value for our merchants and Airwallex.
11. Build and document knowledge about merchant technical setups.
12. Participate in the development of tools, systems, and processes to improve product supportability.
13. Work with large enterprises to develop contingency plans, and ensure the best practices are followed.
14. Understand large enterprise business scenarios, collaborate with the customer's product manager, architect, and technical resources, and analyze customer pain points and business needs.
15. Assist with Airwallex solution architect to implement and deliver Airwallex products to customers.

Basic Qualifications:

1. Bachelor's degree in Computer Science, Engineering or equivalent technical experience, or combination of education/experience.
2. 3-5+ years of prior experience in a technical, consulting, engineering, or sales role.
3. Proficient in the current web or mobile technology standards such as REST API, JSON, Web Service, HTML, etc...
4. Hands-on experience in a mainstream programming language (PHP, Java, C++, ASP, C#, Python, JavaScript).
5. Knowledge of common Linux/Unix commands, and SQL.
6. Working knowledge of firewalls, proxies, TCP/IP, network security, and information security.
7. Strong troubleshooting and problem-solving skills.
8. Good communication skills with a strong willingness to provide exceptional customer service.
9. Strong learning ability, execution ability, and coping well under pressure.
10. Prioritization, well organized and detail-oriented on issue handling, and able to context-switch when handling multiple urgent issues simultaneously.
11. Payment, E-commerce, or FinTech related working experience is a plus.
12. Good command of English and Mandarin

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.