Full-Time Senior Technical Support Engineer I
Flywire is hiring a remote Full-Time Senior Technical Support Engineer I. The career level for this job opening is Experienced and is accepting UK, United Kingdom based applicants remotely. Read complete job description before applying.
Flywire
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The Opportunity: We, at Flywire, are seeking a Senior Technical Support Engineer I. The individual will support customers and various teams on daily support and operations tasks, supporting Flywire WPM, SFS, and eStore products for clients in the UK. This role will collaborate with Flywire product, engineering, implementation teams, and relationship managers to bridge Technical Support and relevant teams.
Responsibilities:
- Manage and complete customer and departmental tickets involving Flywire WPM, SFS, and eStore products.
- Act as a first escalation point for complex problems/queries related to those products.
- Effectively manage product enhancements/bug fixes with respective product and engineering teams.
- Lead incident management and projects.
- Work with team members and cross-functional teams to improve quality and throughput of customer requests, meeting SLA matrix.
- Communicate complex queries to customers clearly and confidently (email/phone).
Requirements:
- At least 4 years of engineering support to customers and clear/concise communication (internal/external).
- At least 4 years of experience supporting SaaS applications.
- At least 3 years of experience with customer support tools (e.g., Zendesk).
- At least 3 years of Technical Support skills (MySQL, UNIX, HTML, Regular Expressions, Shell Scripting).
- B.S. in a related Science & Engineering field (Master's a plus).
- Deep understanding of web applications, HTTP/SFTP protocols, PGP/GPG encryption.
- Highly motivated troubleshooter utilizing all resources.
- Fluent in English.
- Detail-oriented and able to multitask.
- Eagerness to learn new technologies/tools.
Technologies Used:
- SQL
- Bash shell and standard Linux command line
- Zendesk
- Looker
- C#, ASP.NET 8.0, Java
What We Offer: Competitive compensation, benefits, immersive global induction, dynamic team, wellbeing programs, and career development.