• Acting as the Client’s representative within the Casino Platform ecosystem • Support clients with technical requests, incidents, and platform-related questions • Consult clients on product functionality, best practices, and operational workflows • Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction • Escalate complex or unresolved issues to related teams with a complete technical and business context • Prioritize and manage client requests according to urgency, impact, and SLA expectations • Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions • Acting as a stakeholder for client-relevant product requests • Act as a stakeholder for client-facing product improvements and requests • Analyze client feedback and business needs to propose product or process improvements • Maintain and improve internal knowledge base documentation and troubleshooting materials

• Act as the primary technical consultant for opportunities involving complicated system solutions that mesh Banner platforms with industrial network systems • Lead the effort to promote best practices for complex solutions within the Banner sales team • Develop reference materials, white papers, and support videos to improve the customer experience and share internally • Provide pre-sale and post-sale technical support for customers • Be a resource for the Business Development Teams with focus on growth verticals in the Data Center, Aerospace, Mobility, Mining, and Metals space • Develop and maintain effective relationships with customers and sellers • Attend sales calls as needed; you’ll also provide selling materials (samples, product information, technical documents, etc.) and presentations for key accounts and new product opportunities • Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements, then work closely with the Business Development Teams (Data Center, Aerospace, Mobile Equipment) and engineering to implement those enhancements • Promote and train new products to target customers • Develop methods and best practices for delivering outstanding service to our customers • Help expand our BOM at the customer • File on time, comprehensive trip reports into the SFDC account • Report on competitive products/applications at customer sites • Project Coordination: Lead national and global projects, coordinating cross-functional teams to deliver successful outcomes. • Consultative Selling: Provide expert consultations to identify customer pain points and offer creative, cost-effective solutions

• The Associate Technical Account Manager will oversee and address customers' technical needs within the Microsoft tech stack, helping them maximize the use of Microsoft technologies. • You will build customer trust and loyalty by serving as their advocate, driving customer-centric improvements, and delivering customized solutions. • Your role includes proactively addressing risks, minimizing downtime, and streamlining operations to boost efficiency and business growth. • As part of the advisory team, you will collaborate with technical support and engineering teams to resolve customer issues.

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. About the team The Merchant Services team partners with our clients to realise their full potential through the adoption of Airwallex products that drive their growth and success. We influence revenue growth across our entire product portfolio and collaborate with sales, strategy, product, and engineering teams to provide the best experience for our most valued customers. Our team works alongside commercial teams throughout the pre-sales, integration, and post go-live ramping stages, serving as the single technical point of contact and trusted advisor for our clients. We are committed to empowering businesses with the tools our clients need to succeed in a dynamic market. What you'll do As a Technical Account Manager (TAM) in Airwallex, you will play a crucial role in fostering our customers' innovative and transformative endeavours across our full payment solutions suites. This is not a sales role, instead, it offers you the opportunity to serve as the primary technical advisor and 'voice of the customer' for our most valued enterprise customers. Within the Merchant Services team, TAMs contribute significantly to ensuring the success of key enterprise customers in optimising their adoption and integration of Airwallex products. Serving as a strategic expert, TAMs offer guidance on the entire suite of Airwallex products and the customer's architecture. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges. TAMs actively engage at the account level, providing recommendations and proactive advice throughout the post go-live ramping experiences. Additionally, TAMs work cross-functionally across internal Airwallex teams and provide an elevated support experience for our strategic clients Responsibilities: - Be the primary technical owner dedicated to a group of Airwallex strategic enterprise clients - Deliver an elevated services and technical support experience to your client portfolios - Build trusted relationships with your clients by becoming a subject matter expert on their business - Work with account managers from commercial team to explore optimization and upsell opportunities - Be directly accountable for analysing and improving their support experience and providing contextual insight regarding client's experience with Airwallex products - Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the clients - Support the Quarterly Business Review (QBR) sessions held with the clients, especially on Airwallex product roadmap updates and technical support / performance metrics walkthroughs Who you are We are looking for a technically savvy and sales-oriented technical account manager to partner with our most strategic enterprise customers, guiding them through post-sales queries and highlighting opportunities to scale to maximize the value of what they can build with our products. 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 in a STEM discipline, with strong academic achievements - At least 5 years experience working in an engineering, technical support, or technical account manager role - Comfortable managing multiple and changing priorities and meeting deadlines in an entrepreneurial environment - Ability to approach customer and sales team requests in a proactive and consultative manner; listen and understand user requests and needs and effectively deliver - Thorough understanding of the software development lifecycle and API architecture - Proficiency in professional oral and written communication, with a record of presenting to audiences containing one or more decision-makers Preferred qualifications: - Knowledge of the payments domain / financial services will be advantageous - Experience working with data. You can analyze transaction patterns and use these insights to drive improvements and optimizations - Strong organizational skills and self-starting mindset - Experience integrating RESTful APIs into web applications 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.