Technical Support Engineer, Flywire

• 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

Desirable

• 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 tasks
• In this role, you will support Flywire’s 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
• 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 client’s 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 Flywire’s 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 team's 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
• 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