Application Support Engineer
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 transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.
Today, Flywire has applied our high tech payments platform combined with our owned global payments network to expand and digitize the payment experience for over 3,000 education, healthcare, travel & B2B clients world-wide, processing more than $16B and covering more than 240 countries and territories globally. And, we’re just getting started!
With over 500 FlyMates distributed across 12 offices world-wide and representing more than 32 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
Job Description
We, at Flywire, are looking for a smart and customer-driven Application Support Engineer. This individual will be dedicated to providing application expertise, troubleshooting support requests, and assisting the Helpdesk and Development teams. This position will handle only internal requests.
The Opporunity:
● Engage with FlyMates to accurately document 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 escalate bugs, problems, or missing information
● Maintain documentation relating to troubleshooting common issues
● Identify opportunities to improve our support process and internal staff training
● Provide day-to-day maintenance and support for applications supported by the customer and his partners
● Resolve in a timely manner tier-2 application issues and escalate tier-3 issues to Designated focal points
● 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
● Assist in the deployment of tools and in the implementation of processes to assist in operational support
● Assist in responding to application-related queries from end users in remote locations
● Perform knowledge transfers to tier-1 and trainings end users on the usage of applications
● Assist in the development and in the updating of software applications related documentation, including technical documentation and system reports, attend operational and other meetings and perform other duties, as required.
Qualifications
Here's What We're Looking For:
● Minimum of three to five years of experience in software maintenance and support in IT environments
● The ability to triage issues and resolve them
● Experience performing UNIX system administration
● 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 in a timely manner
● Ability to grasp complex concepts, logical and analytical approach to solving problems
● Ability to work under pressure and with minimum supervision
● Good interpersonal skills and ability to work in a team of diverse skills
● Good communication and presentation skills
Additional Information
What We Offer:
Competitive compensation, including stock options
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
WFH Stipend & Digital Disconnect Days
Great Talent & Development Programs (Managers Taking Flight – 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’t worry - this is the fun part!) your Talent Acquisition Partner will walk you through the steps and be your “go-to” 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’re excited to watch our unique culture evolve with each new hire.
Flywire is an equal opportunity employer.