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Application Support Engineer II

FlywireChicago
On-site Full-time
Position filled

Experience Level

Experience

Qualifications

Qualifications We Seek:1-5 years of experience in software maintenance and support. A solid understanding of web applications, particularly those developed in Ruby on Rails, Java, and React. Proficiency with key technologies including Ruby, Java, React, MySQL, MongoDB, Redis, and RabbitMQ. Excellent categorization skills and a drive to optimize our ticketing system. A commitment to enhancing the support process, including onboarding, training, and escalation, ensuring timely ticket resolution. Adept at grasping complex concepts with a logical and analytical problem-solving approach. Fluency in English, which is the primary language of our operations. Experience in the FinTech or payments industry is a plus. Exceptional verbal and written communication skills, with the ability to collaborate effectively across diverse teams, including engineering and product.

About the role

Join Our Team:
At Flywire, we are seeking a proactive and client-focused Application Support Engineer II. This role is essential in delivering application expertise, managing support requests, and collaborating closely with our Helpdesk and Engineering teams. Please note that this position will focus exclusively on internal support requests.

 

  • Collaborate with internal staff to thoroughly document issues submitted to our ticketing system.
  • Identify and resolve production issues and bugs that arise in the development environment.
  • Coordinate with the Engineering team to report bugs, challenges, or information gaps.
  • Maintain comprehensive documentation for recurring issues.
  • Develop expertise in Flywire products to effectively triage issues.
  • Identify opportunities for enhancing our support processes and staff training.
  • Provide ongoing maintenance and support for applications utilized by customers and partners.
  • Conduct Tier-1 knowledge transfers and train end users on application usage.
  • Address Tier-2 application issues promptly and escalate Tier-3 issues to designated Engineering teams.
  • Assist in evaluating, configuring, and installing new releases in line with established configuration management standards.
  • Respond to application-related inquiries from remote end users.
  • Support database structural changes necessary for system upgrades.
  • Implement tools and processes to enhance operational support.
  • Preference will be given to candidates located near our offices in Boston or Chicago.

About Flywire

Are You Ready to Elevate Your Career?At Flywire, we believe in transforming jobs into journeys. Passion, enthusiasm, and global teamwork are fundamental to being a FlyMate. Our mission is to provide seamless solutions for the world’s most significant and intricate payments. Utilizing our Flywire Advantage, which encompasses an advanced payments platform, proprietary payment network, and vertical-specific software, we empower our clients to receive payments and enable their customers to pay effortlessly, regardless of their location. About Us:Founded over a decade ago to address high-stakes payments in higher education, Flywire has expanded into new regions and industries, enhancing our product offerings to deliver substantial value globally.

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