Application Support Engineer II

Are you ready to trade your job for a journey? Become a Fly Mate!

Passion, excitement & global collaboration are all core to what it means to be a Fly Mate. 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!

Flywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.

Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

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

We, at Flywire, are looking for a hands-on and customer-centric Application Support Engineer II. This person will be dedicated to providing application expertise, solving support requests and assisting the Helpdesk and Engineering teams. This position will only handle internal requests.

• 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

• 1-5 years of experience in software maintenance and support
• An understanding of web applications - ours are written in RoR, Java and React
• Knowledge in any of our key technologies:
  Ruby, Java, React, MySQL, Mongo
  
  DB, 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
• Experience in Fin Tech or the payment industry will be appreciated
• 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
• Hospitality or PMS experience is a plus
• Experience with Oracle Operais a plus
• Strong preference for candidates based by our offices in Boston or Chicago

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #Inside Flywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness) with Global Fly Mates
• Be a meaningful…