Flywire is looking for a hands-on and customer-centric Application Support Engineer II to join our team. You will provide dedicated application expertise, solving internal support requests and assisting our Helpdesk and Engineering teams. We're on a mission to deliver the world's most important and complex payments, and you'll play a key role in ensuring our internal systems run smoothly.
What You'll Do
- Engage with internal employees to accurately detail issues sent to the ticketing system.
- Detect and solve production issues and bugs within the development environment.
- 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 effectively.
- Find opportunities for improvement in our support process and internal staff training.
- Provide day-to-day maintenance and support for applications.
- Perform Tier-1 knowledge transfers and train end users on application usage.
- Resolve Tier-2 application issues in a timely manner and escalate Tier-3 issues to Engineering squads.
- Assist in the evaluation, configuration, and installation of new releases.
- 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.
What We're Looking For
- 1-5 years of experience in software maintenance and support.
- A solid understanding of web applications.
- Knowledge in at least one of our key technologies: Ruby, Java, React, MySQL, MongoDB, Redis, RabbitMQ.
- Strong categorization skills and the ability to improve our ticketing system.
- A desire to improve the support process, including onboarding, training, and escalation.
- Ability to grasp complex concepts and maintain a logical, analytical approach to problem-solving.
- Fluent in English, our company's working language.
- Outstanding verbal and written communication skills with the ability to collaborate across diverse, cross-functional teams.
Nice to Have
- Experience in FinTech or the payment industry.
- Hospitality or PMS experience.
- Experience with Oracle Opera.
- A strong preference for candidates located near our offices in Boston or Chicago.
Technical Stack
- Ruby
- Java
- React
- MySQL
- MongoDB
- Redis
- RabbitMQ
Benefits & Compensation
- Competitive compensation: $77,000-$92,000.
- Employee Stock Purchase Plan (ESPP).
- Flying Start - Our immersive Global Induction Program.
- Work with brilliant people on a dynamic & global team.
- Wellbeing Programs (Mental Health, Wellness) with Global FlyMates.
- Be a meaningful part in our success - every FlyMate makes an impact.
- Competitive time off including FlyBetter Days to volunteer and Digital Disconnect Days.
- Great Talent & Development Programs.
Work Mode
This is a remote position open to candidates located in Boston or Chicago.
Flywire is an equal opportunity employer.
