Role Description The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting. - Handling customer technical support cases through telephone, webchat and email submission - Evaluating networking system and security systems through assessing compatibility of hardware with existing programs - Troubleshooting networks, switches, routers, and network performance issues - Maintain client confidence by keeping their information confidential - Update CRM tickets and manage escalations to the engineering team - Account maintenance of Deep Sentinel Customers, including scheduled health checks and developing relationships with key clients - Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel - Evening and Weekend availability is required Qualifications - 3+ years of tech support experience - Experience with remote troubleshooting - Experience with HubSpot or similar CRM - Help desk/Technical: 3 years - 1 year experience with Power Over Ethernet (POE) Requirements - 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE - Experience with Linux-based operating systems Benefits - Earn up to ₱65,000

• Darás seguimiento constante a las solicitudes de soporte hasta su resolución, cumpliendo con los KPIs de tiempos de respuesta y solución establecidos. • Acompañarás a los proveedores durante los distintos eventos de las cuentas, asegurando su participación efectiva. • Monitorearás eventos, generando reportes y manteniendo una comunicación constante con el área de negociación. • Brindarás soporte al supervisor y al equipo de Vivo Care en las aplicaciones que te sean asignadas. • Serás un punto de referencia para el equipo, aclarando dudas y compartiendo información clave cuando se requiera. • Crearás manuales y guías rápidas que faciliten la atención a clientes, la capacitación y la adopción de herramientas. • Liderarás sesiones de soporte durante la adopción de la herramienta para las cuentas que lo necesiten.

• Be the go-to escalation point for technical support inquiries—diagnosing issues across customer setup, LangChain products, and deployment issues. • Work directly with engineering, operations, documentation, and product teams to resolve bugs, suggest patches, and advocate for customer needs. • Partner with Deployed Engineering to support critical enterprise customers. • Build and refine internal tooling, diagnostics, and runbooks for complex issue triage. • Lead post-mortems for critical incidents and feed learnings back into product and documentation. • Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive continuous improvement. • Improve documentation and knowledge articles to improve 1-to-many resources and provide proactive support. • Mentor and coach other support engineers.

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.