Senior Technical Support Engineer I

Company Description

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.

Who we are:

Flywire is a global payments enablement and software company, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!

With over 1,200+ global FlyMates, representing more than 40 nationalities, and in 12 offices worldwide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are seeking a Senior Technical Support Engineer I. The individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire WPM, SFS, and eStore products for the clients in the UK. This role will collaborate with said Flywire product and engineering, implementation teams, and with relationship managers to act as a bridge between Technical Support and relevant teams.

• Manage and complete tickets received from customers and other departments involving Flywire WPM, SFS, and eStore product suites. Act as a first escalation point for the team members for the complex problems and queries related to said products.
• Effectively manage product enhancements / bug fixes with respective product and engineering teams to reduce to resolve customer and common technical support issues.
• Act as a lead on incident management, projects, and collaborate with internal teams.
• Responsible for working with team members and cross-functional teams on improving quality and throughput of the customer requests and meet SLA matrix.
• Able to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phone.

Qualifications:

• At least 4 years of experience providing engineering support to customers and in communicating clearly and concisely with internal and external customers.
• At least 4 years of experience with supporting SaaS applications.
• At least 3 years of experience in customer support tools such as Zendesk or other related ticketing systems.
• At least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell Scripting.
• Required Degree: B.S. degree in a related Science & Engineering field, and having Master’s in respective field is a plus.
• Deep understanding of Web applications, HTTP / SFTP protocols, PGP / GPG encryption technologies.
• Highly motivated and talented troubleshooter 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.
• Detail oriented and able to multitask.
• Eagerness to learn new technologies and tools.

Technologies We Use:

• SQL
• Bash shell and standard linux command line
• Zendesk
• Looker
• C#, ASP.NET 8.0, Java

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.

Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices diversity, gender equality, and inclusion are 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.