Full-Time Technical Support Engineer II

The Opportunity: This individual will work directly with customers and teams on daily support tasks. Supporting Flywire SFS and eStore products for clients in US/Canada/UK.

Responsibilities:

• Manage and complete customer and department tickets, meeting quality standards and SLAs.
• Communicate clearly and confidently about complex queries via email or phone.
• Understand product components, their function, and workflow impact on customers.
• Use web-based products and command-line tools to research and resolve support issues.
• Analyze issues, propose solutions, and collaborate with development on product enhancements.
• Mediate between customers and development teams when necessary.
• Thoroughly research requests and escalate questions requiring development input.
• Align with business needs, company vision, mission, and strategy to meet short and long-term goals.

Requirements:

• 3-5 years technical support experience.
• Strong verbal and written communication skills.
• Ability to collaborate with cross-functional teams (product, engineering).
• 3+ years experience with Technical Support skills like MySQL, UNIX, HTML, Regular Expressions, and Shell Scripting.
• Highly motivated and talented troubleshooter.
• Translate complex issues to various customer technical levels.
• Fluent English.
• Experience in higher education or student financial support (a plus).
• Experience in FinTech or the payment industry (a plus).
• Detail-oriented, ability to multitask, and eagerness to learn new technologies.
• B.S. degree in related Science & Engineering field (Master's degree a plus).

Technologies Used:

• Bash shell, standard Linux command line
• SQL

Additional Tools: Zendesk, Confluence, Jira, Sumologic

Compensation: $55,000-$85,000 (US) + Restricted Stock Units and benefits.

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