Senior Technical Support Engineer I

Summary

Join Flywire as a Sr. Technical Support Engineer I and work directly with customers and various teams on daily support and operations tasks. You will support two different portal products and a newly designed combined platform. Manage and complete customer and interdepartmental tickets involving Flywire’s platforms. Collaborate closely with customers, providing accurate answers and expectations. Understand product components, their functions, and workflow impacts. Work hands-on with web-based products and command-line tools to research and resolve support issues. Logically assess issues, propose solutions, and work with development on product enhancements. Serve as a mediator between customers and development. Thoroughly research requests and issues, effectively escalating questions to development. Work on complex issues requiring in-depth evaluation. Align your work with Flywire's business needs, vision, mission, and strategy.

Requirements

• 4+ years years of experience in technical support engineering
• Experience working with linux and bash command line
• Ability to utilize tools and scripts to research problems, identify root causes and provide short and longer term solutions for customers
• Able to translate highly complex issues to various levels of understanding based on the customer’s technical level
• 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
• 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 including product and engineering

Responsibilities

• Manage and complete tickets received from customers and other departments involving Flywire’s various platforms
• Work closely with customers on support tasks and provide accurate answers and expectations for various deliverables
• Understand various components of ours 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
• Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
• 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

Preferred Qualifications

• Experience in FinTech or the payment industry will be appreciated
• Rails console experience is a major plus
• Experience in healthcare billing is a major plus - someone who can understand the billing process for the overall patient experience with their healthcare billing journey

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!)