Flywire is looking for a hands-on and customer-centric Application Support Engineer II to join our team. You will provide dedicated application expertise, solving internal support requests and assisting our Helpdesk and Engineering teams. We're on a mission to deliver the world's most important and complex payments, and you'll play a key role in ensuring our internal systems run smoothly.

What You'll Do

Engage with internal employees to accurately detail issues sent to the ticketing system.
Detect and solve production issues and bugs within the development environment.
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 effectively.
Find opportunities for improvement in our support process and internal staff training.
Provide day-to-day maintenance and support for applications.
Perform Tier-1 knowledge transfers and train end users on application usage.
Resolve Tier-2 application issues in a timely manner and escalate Tier-3 issues to Engineering squads.
Assist in the evaluation, configuration, and installation of new releases.
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.

What We're Looking For

1-5 years of experience in software maintenance and support.
A solid understanding of web applications.
Knowledge in at least one of our key technologies: Ruby, Java, React, MySQL, MongoDB, Redis, RabbitMQ.
Strong categorization skills and the ability to improve our ticketing system.
A desire to improve the support process, including onboarding, training, and escalation.
Ability to grasp complex concepts and maintain a logical, analytical approach to problem-solving.
Fluent in English, our company's working language.
Outstanding verbal and written communication skills with the ability to collaborate across diverse, cross-functional teams.

Nice to Have

Experience in FinTech or the payment industry.
Hospitality or PMS experience.
Experience with Oracle Opera.
A strong preference for candidates located near our offices in Boston or Chicago.

Technical Stack

Ruby
Java
React
MySQL
MongoDB
Redis
RabbitMQ

Benefits & Compensation

Competitive compensation: $77,000-$92,000.
Employee Stock Purchase Plan (ESPP).
Flying Start - Our immersive Global Induction Program.
Work with brilliant people on a dynamic & global team.
Wellbeing Programs (Mental Health, Wellness) with Global FlyMates.
Be a meaningful part in our success - every FlyMate makes an impact.
Competitive time off including FlyBetter Days to volunteer and Digital Disconnect Days.
Great Talent & Development Programs.