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, maintain internal repositories, assist with issue investigations, and streamline client communications. Your responsibilities will include managing and resolving customer tickets, conducting deep research on complex support issues, and communicating effectively with clients. You should have 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.
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.
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.
Outstanding verbal and written communication skills
B.S. degree in a science or engineering field
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
3-5 years of experience in technical support engineering
Proficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency
3+ years of hands-on experience with MySQL, Regular Expressions (Regex), and SaaS-based web applications
A master's degree in a respective science or engineering field is a plus
Experience in higher education, Student Financial Services (SFS), FinTech, or the payments industry
Familiarity with industry-standard logging, analytics, and ticketing tooling.

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