Application Support Engineer II

Summary

Join Flywire as an Application Support Engineer II and provide application expertise, solve support requests, and assist Helpdesk and Engineering teams. You will engage with internal employees to detail issues, detect and solve production issues, and engage with the Engineering team to report bugs. Maintain documentation, become an expert in Flywire products, and identify areas for process improvement. Provide day-to-day maintenance and support, perform knowledge transfers and training, and resolve application issues. Assist with new release evaluations and database changes, and deploy tools to improve operational support. This role requires strong problem-solving skills and excellent communication, collaborating with cross-functional teams.

Requirements

• 1-5 years of experience in software maintenance and support
• An understanding of web applications - ours are written in .Net, React, Java, and Angular
• Knowledge in any of our key technologies: Ruby, Java, React, SQL, Redis, RabbitMQ
• Strong categorization skills and the ability to find ways to improve our ticketing system
• Desire to improve the support process (including onboarding, training and escalation) and ensure that tickets are closed in a timely manner
• Grasp complex concepts and maintain a logical and analytical approach to solving problems
• Fluent in English, as it is the company’s working language
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams of diverse skills and cultures such as engineering and product

Responsibilities

• Engage with internal employees to accurately detail issues sent to the ticketing system
• Detect and solve production issues and bugs within the development environment beyond your current scope
• Engage with the Engineering team to raise bugs, problems or information gaps
• Maintain documentation related to solving common issues
• Become an expert in Flywire products and triage issues
• Find opportunities of improvement in our support process and internal staff training
• Provide day-to-day maintenance and support for applications supported by the customer and their partners
• Perform Tier-1 knowledge transfers and train end users on the usage of applications
• Resolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squads
• Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
• Respond to application-related queries from end users in remote locations
• Assist in database structural changes required during system upgrades
• Deploy tools and implement processes to assist in operational support

Preferred Qualifications

• Experience in FinTech or the payment industry will be appreciated
• Hospitality or PMS experience is a plus
• Experience with Oracle Opera is a plus

Benefits

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• 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!)