Site Reliability Engineer

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 100,000 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 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, 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.

About the team

The Engineering team at Airwallex is a diverse group of innovators, builders, and problem solvers, driven by a mission to empower businesses to operate anywhere, anytime. We thrive in a collaborative and fast-paced environment, where we're constantly pushing the boundaries of what's possible in the financial technology space. As a team, we value technical craftsmanship, continuous learning, and a strong sense of ownership, working together to build scalable, reliable, and secure products that empower businesses of all sizes to grow without borders.

What you’ll do

We are seeking a highly motivated and experienced Site Reliability Engineer to help us detect and respond to customer issues at global scale to keep our customers moving forward. We're rapidly growing, and you will help debug complex issues, coordinate across multiple teams, and help reach resolutions as quickly as possible. As a payments provider, our business relies on the strength of its service remaining fully operational, 24/7 - 365 days of the year. Having an understanding and ability to write technical scripts,  dig into application logs, and review code will be critical to your role. You'll also get the opportunity to take this to the next level, and help build the next iteration for our global technical support function. 

This role is based in Singapore.

Responsibilities:

• Own incident management processes in the region with the ability to get hands on when required, while tracking issues from detection to remediation. 

• Develop new tooling and dashboards to help understand our service availability, key customer experience metrics, and identify issues before our customers notice them. 

• Create and implement processes and solutions to resolve problems faster and provide efficient incident management and customer experience. 

• Monitor customer service metrics, evaluate customer experience and satisfaction, and provide meaningful reports and analysis on how and where we should improve. 

• Develop cross-functional relationships with key stakeholders within the company including engineering, customer operations, product and commercial teams. 

Who you are

We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• Bachelor's Degree or above in Computer Science, Information Technology or Engineering related majors. 

• 3+ years of software development experience, with time spent directly owning tickets/ issue resolution on your own. 

• Ability to triage, diagnose and drive to resolution customer support requests. 

• Assisting software engineers in replicating issues customers see in production. 

• A self-starter - able to come up to speed on complex, difficult concepts with minimal assistance. 

• Experienced in one of the following programming languages: Python, Java, PHP, C# or Javascript/Typescript. 

Preferred qualifications:

• Experienced in e-commerce, payment, fin-tech industry is a plus. 

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.

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.