Note: The job is a remote job and is open to candidates in USA. Flywire is a global payments enablement and software company focused on solving high-stakes payments in higher education. They are seeking a hands-on and customer-centric Application Support Engineer II to provide application expertise, solve support requests, and assist internal teams with application maintenance and support.
Responsibilities
- Engage with internal employees to accurately detail issues sent to the ticketing system
- Detect and solve production issues and bugs within the development environment beyond your current scope
- Engage with the Engineering team to raise bugs, problems or information gaps
- Maintain documentation related to solving common issues
- Become an expert in Flywire products and triage 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
- Perform Tier-1 knowledge transfers and train end users on the usage of applications
- Resolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squads
- Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
- Respond to application-related queries from end users in remote locations
- Assist in database structural changes required during system upgrades
- Deploy tools and implement processes to assist in operational support
Skills
- 1-5 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 the ability to find ways to improve our ticketing system
- Desire to improve the support process (including onboarding, training and escalation) and ensure that tickets are closed in a timely manner
- Grasp complex concepts and maintain a logical and analytical approach to solving problems
- Fluent in English, as it is the company's working language
- Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams of diverse skills and cultures such as engineering and product
- Experience in FinTech or the payment industry will be appreciated
- Hospitality or PMS experience is a plus
- Experience with Oracle Opera is a plus
Benefits
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program
- Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
- Great Talent & Development Programs
Company Overview
Flywire is a payments enablement and software company that simplifies complex payments for its clients and their customers. It was founded in 2011, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.flywire.com.Company H1B Sponsorship
Flywire has a track record of offering H1B sponsorships, with 13 in 2025, 6 in 2024, 7 in 2023, 18 in 2022, 7 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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