Senior Technical Account Manager

About the role

Airwallex is the only unified payments and financial platform for global businesses. The company empowers over 250,000 businesses worldwide, including Brex, Rippling, Navan, Qantas, and SHEIN, with fully integrated solutions to manage business accounts, payments, spend management, treasury, and embedded finance at global scale. Founded in Melbourne and backed by investors such as T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is valued at US$11 billion. The company operates with a team of over 2,300 people across 27 offices globally. This role operates under the attributes the company values, which include founder-like energy, a mission to build the future of global banking, and a focus on accelerated learning, ownership, and collaboration.

What you'll do

As a , you will act as the primary technical advisor and strategic voice of the customer for Airwallex's most valued enterprise clients. You will own the end-to-end technical relationship, translating deep product knowledge into clear architecture and operational guidance that drives optimization and trust. This role requires you to balance speed and rigor, making decisions from first principles while maintaining exceptional ownership of client outcomes. You will leverage AI to work smarter, solve problems faster, and turn zero-to-one ideas into real products alongside cross-functional teams. You will serve as the escalation point for break-fix and ad-hoc technical questions, ensuring support experience and product usage continuously improve.

Key responsibilities include being the primary technical owner dedicated to a group of Airwallex strategic enterprise clients, ensuring their strategic initiatives align with product capabilities. You will deliver an elevated services and technical support experience, resolving complex issues with ownership and precision. You will build trusted relationships by becoming a subject matter expert on your clients' business goals, operational workflows, and technical environments. Working closely with account managers from the commercial team, you will explore optimization and upsell opportunities that expand the footprint of Airwallex products within existing accounts. You will be directly accountable for analyzing and improving the support experience, providing contextual insight into the client's experience with Airwallex products. As an escalation point, you will provide break-fix support and answer ad-hoc technical questions, coordinating across engineering and product teams. You will support Quarterly Business Review sessions, presenting Airwallex product roadmap updates and technical support or performance metrics walkthroughs. You will guide clients on the entire suite of Airwallex products and their architecture, helping them design scalable and efficient payment and treasury solutions. Acting as the single technical point of contact throughout pre-sales, integration, and post go-live ramping stages, you will maintain continuity and clarity. You will drive adoption and proficiency of Airwallex products by advising on best practices, use cases, and workflow optimizations specific to enterprise needs.

Requirements

The role requires a Bachelor's degree in a STEM discipline, with strong academic achievements or equivalent practical experience. Candidates should bring 6+ years of progressively responsible experience in technical account management, solutions engineering, or a related role. A deep understanding of payments infrastructure, APIs, and integration patterns in a global context is essential. Demonstrated ability to manage and retain enterprise accounts through consultative engagement and outcome-driven relationships is required. You should exhibit strong analytical and problem-solving skills, with comfort in navigating ambiguity and turning it into clear action plans. Effective communication in English, both written and verbal, is necessary to simplify complex technical concepts for diverse stakeholders. The ability to collaborate comfortably in a fast-paced, matrixed environment, balancing multiple priorities and stakeholders across time zones, is important. Discipline in documenting processes, decisions, and client interactions is required to ensure consistency and scalability of support.

Nice to have

The source material does not specify preferred qualifications or items labeled as nice to have.

Practical notes

The role is based in Hong Kong SAR and is a full-time engagement. No specific hours, travel requirements, visa details, or deadlines are stated in the source material.