Technical Support Engineer II

The Opportunity

We are seeking a highly motivated and talented Technical Support Engineer II to work directly with customers and cross-functional teams on daily support and operational this role you will support Flywires Student Financial Services (SFS) eStore and TPI products for our clients across the U.S. and Canada.

A unique and critical aspect of this role is proactively leveraging AI tools (such as Claude and Gemini) as a smart personal assistant to automate day-to-day TSE workflows maintain internal repositories assist with issue investigations and streamline client communications.

Key Responsibilities:

Technical Support & Troubleshooting

• Ticket Management: Manage and resolve customer and departmental tickets efficiently ensuring the highest quality standards while strictly adhering to SLA requirements.
• Deep Research: Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.
• Issue Resolution: Logically assess technical problems propose accurate solutions to customers and collaborate with development teams on long-term product enhancements.

Communication & Collaboration

• Client Communication: Communicate clearly concisely and confidently with customers via email or phone translating highly complex technical issues into easy-to-understand explanations based on the clients technical level.
• Cross-Functional Liaison: Serve as a highly effective mediator and escalation bridge between customers and the product/engineering teams.
• Business Alignment: Align technical support goals with Flywires broader business domain vision mission and strategy to deliver on both short- and long-term goals.

AI & Knowledge Management

• AI Repository Maintenance: Manage and maintain the TSE teams AI Skills repository TSE Project Repos and internal knowledge base.
• AI Automation: Utilize AI tools to automate routine maintenance tasks investigate client issues create bug/product enhancement requests for dev teams and draft effective professional client communications.

Qualifications :

Heres What Were Looking For:

• 3-5 years of experience in technical support engineering.
• 3 years of hands-on experience with MySQL Regular Expressions (Regex) and SaaS-based web applications.
• Proficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency.
• B.S. degree in a science or engineering field.
• Outstanding verbal and written communication skills.
• Detail-oriented highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes.

Preferred Qualifications:

• A masters degree in a respective science or engineering field is a plus.
• Experience in higher education Student Financial Services (SFS) FinTech or the payments industry.
• Familiarity with industry-standard logging analytics and ticketing tooling.

Technologies & Tools We Use:

• Core Technologies: MySQL Java SaaS Web Applications HTTP/SFTP Protocols
• AI Assistants: Claude Code Google Gemini Notebook LM
• Operations & Tooling: Zendesk Jira Confluence SumoLogic Looker

Additional Information :

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your go-to person for questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race color religion sex pregnancy gender identity national origin age ancestry physical or mental disability sexual orientation genetic disposition or carrier status veteran status or any other category protected under applicable national federal state or local law.

The US base salary range for this full-time position is $81000 - $101000 and benefits. Our salary ranges are determined by role position level and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range individual pay is determined by work location and several other factors including job-related skills experience relevant education and training. 

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time