Senior Technical Support Engineer, Flywire
+ Restricted Stock Units + Employee Stock Purchase Plan
Global payments processing
Open for applications
Global payments processing
1001+ employees
Open for applications
+ Restricted Stock Units + Employee Stock Purchase Plan
1001+ employees
Company mission
To save international students and their families money that would otherwise be lost on bank fees and unfavorable foreign exchange rates.
Role
Who you are
- At least 4 years of experience providing engineering support to customers and in communicating clearly and concisely with internal and external customers
- At least 4 years of experience with supporting SaaS applications
- At least 3 years of experience in customer support tools such as Zendesk or other related ticketing systems
- At least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell Scripting
- Required Degree: B.S. degree in a related Science & Engineering field, and having Master’s in respective field is a plus
- Deep understanding of Web applications, HTTP / SFTP protocols, PGP / GPG encryption technologies
- Highly motivated and talented troubleshooter that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions
- Fluent in English, as it is the company’s working language
- Detail oriented and able to multitask
- Eagerness to learn new technologies and tools
What the job involves
- The individual will be responsible for working directly with customers and various teams on daily support and operations tasks
- This role will include supporting Flywire WPM, SFS, and eStore products for the clients in the UK
- This role will collaborate with said Flywire product and engineering, implementation teams, and with relationship managers to act as a bridge between Technical Support and relevant teams
- Manage and complete tickets received from customers and other departments involving Flywire WPM, SFS, and eStore product suites. Act as a first escalation point for the team members for the complex problems and queries related said products
- Effectively manage product enhancements / bug fixes with respective product and engineering teams to reduce to resolve customer and common technical support issues
- Act as a lead on incident management, projects, and collaborate with internal teams
- Responsible for working with team members and cross functional team on improving quality and throughput of the customer requests and meet SLA matrix
- Able to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phone
Application process
- Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment
- Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions
Our take
Flywire is a digital platform that simplifies the paying experience for international transactions. Flywire leverages its vertical-specific software and payments technology to deeply embed within client's existing accounts-receivable workflows.
Flywire was first set up to help international students pay their tuition for American colleges, but has since grown into a global payments enablement and software company. It has processed billions of dollars in payments for clients across the world and recently secured approval for its major payment institution license, enabling it to operate domestic money transfer and cross-border money transfer services.
Flywire serves clients across education, healthcare, travel, and B2B, including several Ivy League schools, and top US hospital systems. The company appears to be focussed on growth, including by strategic acquisitions and entry into new markets, recently in the Asia Pacific and Australia, as well as further developing its channel partners ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2021
$60m
SERIES F
Feb 2020
$120m
SERIES E
Total funding: $323.2m
Company benefits
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- 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 and Digital Disconnect Days!
- Work From Home Stipend
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Company values
- Global Collaboration. We believe in teamwork. Together we are greater than the sum of individual FlyMates, across experience, location and position. We seek to understand and embrace everyone’s uniqueness, and leverage the power of our FlyMates and customers’ cultural differences and perspectives to create magic.
- Authenticity. We never compromise on integrity, honesty, and kindness. We believe in staying true to oneself, being courageous enough to share your voice and humble enough to admit when you are wrong. Above all, we are straight shooters who encourage both giving and receiving feedback.
- Fulfillment. We recognize that fulfillment comes from personal and professional satisfaction, from bringing our whole selves to work. It is understanding what ignites our individual passions and gets us excited, while being inclusive and knowing that this is different for everyone. We believe that by engaging with the wider community, giving back and contributing, our greater purpose is fulfilled.
- Execution. We take calculated risks and make smart decisions quickly to accomplish our objectives. We are helpful and supportive of each other, yet we hold each other accountable to delivering with a sense of urgency in all that we do.
- Ambitious Innovation. We continuously look for ways to deliver more and new value to our customers, partners and people. We are leaders not followers, curious and open-minded, we recognize there is always room for improvement and strive for excellence and welcome new ideas.
- Evolved Learning. The importance of actively listening, questioning, challenging, and accepting isn’t lost on us. We are a learning organization, eager to expand as individuals, as teams and as a company. We live by the knowledge that there is no endpoint to learning, that there is always room for growth.
Company HQ
Boston, MA
Articles
Leadership
Mike Massaro
(CEO, not founder)Consultant at PwC. VP Strategic Accounts at Carrier IQ, before joining Flywire as VP Business Development in 2013. Became CEO upon departure of founder Iker Marcaide in 2013.
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