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.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

Flywire is looking for a highly motivated, passionate and talented Sr. Technical Support Engineer I. This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting two different portal products and a newly designed combined platform which is currently being developed.

• 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

Qualifications

Here’s What We’re Looking For:

• 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 
• Experience in FinTech or the payment industry will be appreciated
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and engineering
• 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.

Additional Information

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 Fl