Senior IT Support Engineer, India

About Airwallex 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 TikTok, 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. How you'll make impact You’ll provide outstanding on-site and remote IT support to Airwallex employees and contractors across macOS, Windows, PC and Apple hardware. You’ll be the first point of contact for technical issues, supporting everything from new-hire onboarding, service desk tickets and walk-up support to meeting rooms, all-hands events and office technology. Own a consistently great support experience across on-site and remote IT requests, including complex issues that require careful triage and escalation. Troubleshoot hardware, operating systems, SaaS applications and office technology across Mac and Windows environments. Deliver smooth new-hire IT onboarding by helping new starters set up their computers, accounts and access. Support meeting rooms, all-hands event spaces and office technology so employees can work effectively. Administer and support tools including Google Workspace, Slack, Okta, Confluence, Jira and Zoom, while contributing to documentation, knowledge guides and process improvements. Partner with international peers and cross-functional teams to manage competing priorities, improve support processes and contribute to engineering projects. You’ll work from our Bangalore office five days a week. What we're looking for Essentials A patient and empathetic approach to supporting users on-site, often in time-sensitive situations. Great documentation skills, with the ability to document your work and write clear, high-quality knowledge articles. Experience supporting and troubleshooting common MDM applications across Mac and Windows. Experience with basic administration of Google Workspace, Okta, Confluence, Jira and Zoom. Strong knowledge of Google Workspace and Slack basics. Strong foundational technical troubleshooting skills across hardware and software. Intermediate troubleshooting skills across office hardware, with an understanding of basic office networks and infrastructure. Intermediate networking troubleshooting skills, including common issues with Wi-Fi, DNS and office networks. Experience working in high-growth, multinational technology companies, with an understanding of different cultures and an empathetic approach to communicating across languages. Experience working in a matrix environment, with projects spanning multiple teams. A consistent, reliable and dependable approach, combined with a hunger to learn and work on more than support. The ability to multitask and manage competing priorities, quickly identifying what needs to happen first and what can wait. Willingness to work on a shifting schedule to support a hybrid work environment and occasional out-of-hours events or projects, with appropriate time to recover. Preferred Experience in financial services, fintech or payments. You'll thrive here if You're comfortable owning the roadmap yourself. You own the outcome and you don't wait for permission to fix what's broken. You enjoy working closely with people across multiple countries and time zones as part of one connected, global