Technical Support Engineer II

Are you ready to trade your job for a journey? Become a FlyMate

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we're on a mission to deliver the world's most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you

Who we are:

Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we've digitized payments for more than 3,000 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we're just getting started

With over 950+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we're looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire SFS and eStore products for the clients in US / Canada / UK.

• Manage and complete tickets from customers and other departments related to Flywire's platforms, ensuring the highest quality standards are met while adhering to the SLA requirements
• Able to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phone
• Understand various components of our products including how they function together and the workflow impact to customers
• Work hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issues
• Logically assess the issue, propose solutions to customers and work with development on enhancements for the product
• Serve as a highly effective mediator between customers and development when the situation arises
• Research requests and issues thoroughly and understand how to most effectively work with development on questions that require escalation
• Lean into our business domain and needs as well as our company vision, mission and strategy to deliver on our short and long term goals

Qualifications

Here's What We're Looking For:

• 3-5 years years of experience in technical support engineering
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and engineering
• At least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell Scripting
• Highly motivated and talented troubleshooter. Someone that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions
• Able to translate highly complex issues to various levels of understanding based on the customer's technical level
• Fluent in English, as it is the company's working language
• Experience in higher education or student financial support is a major plus - someone who can understand the billing process for the overall higher education experience
• Experience in FinTech or the payment industry will be appreciated
• Detail oriented and able to multitask and eagerness to learn new technologies and tools
• B.S. degree in a related Science & Engineering field, and having Master's in respective field is a plus

Technologies We Use:

• Bash shell and standard linux command line
• SQL
• Additional Tools: Zendesk, Confluence, Jira, Sumologic

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers)

Submit today and get started

We are excited to get to know you Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for any questions.

The US base salary range for this full-time position is $55,000-$85,000 plus restricted stock units and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.

Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we're excited to watch our unique culture evolve with each new hire.