Full-Time Application Support Engineer II

The Opportunity: We at Flywire are seeking a hands-on and customer-centric Application Support Engineer II. This role focuses on providing application expertise, resolving support requests, and aiding the Helpdesk and Engineering teams. This position handles internal requests only.

Responsibilities:

• Engage with internal employees to accurately detail issues in the ticketing system.
• Detect and resolve production issues and bugs within the development environment.
• Collaborate with the Engineering team to report bugs, problems, or information gaps.
• Maintain documentation for common issue resolutions.
• Become an expert in Flywire products and triage issues.
• Identify and implement process improvements and training for internal staff.
• Provide daily maintenance and support for applications.
• Conduct Tier-1 knowledge transfers and train end-users.
• Resolve Tier-2 application issues and escalate Tier-3 issues.
• Assist in evaluating, configuring, and installing new releases.
• Address application-related queries from remote users.
• Assist in database structural changes during system upgrades.
• Deploy tools and implement processes for operational support.

Qualifications:

• 1-5 years of software maintenance and support experience.
• Understanding of web applications (e.g., .Net, React, Java, Angular).
• Knowledge of key technologies (e.g., Ruby, Java, React, SQL, Redis, RabbitMQ).
• Strong categorization skills and ability to improve the ticketing system.
• Desire to improve support processes (onboarding, training, escalation) and ensure timely ticket closure.
• Ability to grasp complex concepts and solve problems logically.
• Fluent in English.
• FinTech or payment industry experience preferred.
• Excellent verbal and written communication skills and cross-functional collaboration skills.
• Hospitality or PMS experience a plus.
• Experience with Oracle Opera a plus.

What We Offer:

• Competitive compensation (including Restricted Stock Units) and benefits.
• Employee Stock Purchase Plan (ESPP).
• Comprehensive onboarding program.
• Work with a dynamic and global team.
• Wellbeing programs and opportunities for personal growth.
• Meaningful contributions to a successful organization.

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