Job Description

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\xe2\x80\x99re on a mission to deliver the world\xe2\x80\x99s 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\xe2\x80\x99ve digitized payments for more than 3,000 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we\xe2\x80\x99re just getting started!
With over 950 global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we\xe2\x80\x99re looking for FlyMates to join the next stage of our journey as we continue to grow. *
The Opportunity:*
We, at Flywire, are looking for a hands-on and customer-centric Application Support Engineer II. This FlyMate will be dedicated to providing application expertise, solving support requests, and assisting the Helpdesk and Development teams. This position will only handle internal requests!

• Engage with FlyMates to accurately detail issues in the support ticketing system
• Triage issues and find workarounds if possible
• Become an expert in Flywire products
• Engage with the development team to raise bugs, problems, or information gaps
• Maintain documentation relating to solving common 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
• Resolve in a timely manner tier-2 application issues and raise tier-3 issues to designated development squads
• Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
• Assist in database structural changes required during system upgrades
• Deploy tools and implement processes to assist in operational support
• Be responsible for responding to application-related queries from end users in remote locations
• Perform knowledge transfers to tier-1 and train end users on the usage of applications
• Take ownership of development and updating of software applications related documentation, including user documentation and system reports, attend operational and other meetings and perform other duties, as the need arises.

Qualifications*
Here\xe2\x80\x99s What We\xe2\x80\x99re Looking For:*

• Minimum of three to five 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, MongoDB, Redis, RabbitMQ
• Strong categorization skills, and aptitude to find ways to improve our ticketing system
• A desire to improve the support process (on-boarding, training, escalation, etc) and ensure that tickets are closed timely
• Ability to grasp complex concepts, logical and analytical approach to solving problems
• Proficient in working under pressure and with minimum supervision
• Good interpersonal skills and ability to work in a team of diverse skills and cultures

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
• Great Talent & Development Programs (Managers Taking Flight \xe2\x80\x93 for new or aspiring managers!)

Submit today and get started!
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (don\xe2\x80\x99t worry - this is the fun part!) your Talent Acquisition Partner will walk you through the steps and be your \xe2\x80\x9cgo-to\xe2\x80\x9d person for any questions.
Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we\xe2\x80\x99re excited to watch our unique culture evolve with each new hire. Job Type: Full-time