About The Role

Join Flywire as a Technical Support Engineer II, where you'll work directly with customers and cross-functional teams to provide support for our Student Financial Services, eStore, and TPI products. You'll leverage AI tools to automate workflows, manage customer tickets, conduct deep research, and communicate effectively with clients. This role requires 3-5 years of experience in technical support engineering, proficiency in MySQL and SaaS-based web applications, and a strong eagerness to learn new technologies.

Manage and resolve customer and departmental tickets efficiently, ensuring the highest quality standards while strictly adhering to SLA requirements.
Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.
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.
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
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
3-5 years of experience in technical support engineering
Outstanding verbal and written communication skills
B.S. degree in a science or engineering field
Familiarity with industry-standard logging, analytics, and ticketing tooling
Experience in higher education, Student Financial Services (SFS), FinTech, or the payments industry
A master's degree in a respective science or engineering field is a plus

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