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. Who We Are Airwallex is a technology company that revolutionises the way businesses operate globally. Our financial infrastructure provides a modern technology stack for businesses to operate internationally, without the challenges of the current global financial system. Businesses use Airwallex as their end-to-end global financial services platform. Whether it's making or receiving payments from customers, domestically or internationally, Airwallex saves businesses time and money by offering real-time, reliable and cost-effective financial solutions. Our web and API solutions support businesses of all sizes, from small companies to large enterprises. In this fast-changing digital world that is increasingly becoming borderless, our mission is to empower businesses of all sizes to grow in their own markets and around the world, and by doing so, contribute to the global economy. You Will - Working directly with developers, merchants and internal teams on post integration issues to provide technical support, consulting and best practices. External customers contact through tickets. Internal customers use different contact avenues depending on priority. - Conducting test scenarios for technical issues with code, software, hardware, devices and endpoints. - Installing and configuring test environments, payment APIs and ecommerce products. - Communicating technical issues to customers and internal departments. - Identifying irregularities in functionality and unexpected behaviors with Airwallex products and services. - Developing in-depth technical information (sample code, log searching, FAQs) for distribution to customers. Skills And Experience You Will Bring - Bachelor's degree or above in Computer Science or relevant majors - 2-5 years of working experience in either programming, technical support, implementation or relevant jobs. - Excellent verbal and written communication skills in both English and Chinese, able to communicate clearly and appropriately with internal and customers. - Strong troubleshooting and problem-solving skills - Prioritization, well organized and detailed oriented on tickets handling, able to work on multiple urgent issues in parallel. - Must have sufficient technical knowledge to communicate with the development team - Strong willingness to provide exceptional customer service - Demonstrated quick learning of technology and new products - Experienced in the e-commerce, payment, fintech industry is a plus Technical Skills: - Experienced in one of the programming languages: Python, Java, php, C#, Java Script or shell scripting - Familiar with Web Technologies, HTTP and HTTPS - Experienced with REST, JSON, SOAP - Experienced with SQL - Familiar with Logstash, Kibana and Graylog - Familiar with AliCloud and Google Cloud is a plus 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.

• Provides comprehensive technical support to the regional sales team and customers to ensure optimal utilization of Procelys products • Analyzes technical feedback and customer data to drive product development, improve existing offerings, and strengthen our competitive positioning • Trains and supports the sales team on Procelys product applications, performance, and technical selling points • Conducts application troubleshooting to identify and resolve product performance issues, working cross-functionally to provide recommendations • Builds long-term relationships with R&D, technical, and production teams at major customers, serving as the central technical liaison to launch and closely monitor strategic cross-functional collaborations • Monitors industry innovations and technological trends to identify new opportunities for the business • Works with marketing and product management to identify, prioritize, and target new prospects

• You will be a vital member of our Procelys business team, leveraging your deep technical expertise to drive success for our customers. • Your primary responsibilities will include providing comprehensive technical support to our sales team and customers, collaborating closely with our regional account managers, analyzing customer feedback to inform product development, serving as the main technical point of contact across our organization, building strategic relationships with key accounts, and staying at the forefront of industry trends to identify new opportunities. • By combining your technical mastery with a customer-centric sales approach, you will play a crucial role in helping our Procelys team deliver optimal fermentation nutrient solutions and achieve our business goals.

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you'll do The Technical Support Engineer (TSE) is a strategic customer advisor and the internal voice for our customer base. The TSE will both have the accountability and responsibility to deliver on our customers’ needs. This role acts as a liaison between customers and all functional areas within Docusign to resolve technical support inquiries. Working with resources across Docusign, the TSE expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software. This position is an individual contributor role reporting to the Manager, Technical Support. Responsibility - Provide outstanding technical support for the Docusign eSignature and associated services - Handle incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows - Use broad technical product expertise within Docusign eSignatures areas to help customers increase adoption - Use support tools and resources vital to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling - Identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to improve the customer experience - Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs - Handle escalated cases from internal channels to troubleshoot issues customers face when using Docusign products - Provide support for internal peers for inquiries on product knowledge and engagement paths - Meet and exceed Docusign Customer Support service level goals for areas of Docusign eSignature expertise Job Designation Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time. Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law. What you bring Basic - Bachelor of Science degree in a Computer Science, Engineering, or related technical subject area - 2+ years of SaaS troubleshooting experience in a Technical Support capacity - Experience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript, jQuery, or similar - Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS - Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar - Salesforce administration work experience - Fluent in English - Experience with Microsoft, Dynamics and/or SharePoint domain administrator Preferred - Self-motivated, goal-oriented, interpersonal skills and outstanding time management skills - Subject Matter Expert for at least one vertical across Docusign technologies - Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence - Ability to troubleshoot regular expressions and other complex data validation rules - Possesses a deep understanding of Docusign User Models - 2+ years experience supporting Docusign eSignature and related products - Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth - Familiarity with structured query languages such as SQL and SOQL - Ability to maintain composure in critical situations and communicate clearly with both internal and external customers - Ability to collaborate with peers across the organization without friction - Familiarity with Docusign Contract Lifecycle Management workflows and architecture - Professional experience within relevant industries for which Docusign provides solutions - Salesforce Admin certification(s) - Microsoft System Administration work experience - Windows PowerShell scripting work experience Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice #LI-Remote #LI-BF3