Are you ready to trade your job for a journey? Become a FlyMate!
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivalled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.
Today, we’ve digitized payments for more than 2,400 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 130 currencies. And, we’re just getting started!
With over 500 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
The Opportunity:
We, at Flywire, are looking for a hands-on and customer-centric Application Support Engineer. This FlyMate will be dedicated to providing application expertise, solving support requests, and assisting the Helpdesk and Development teams. This position will handle only internal requests!
Key responsibilities:
Engage with FlyMates to accurately detail issues in the support ticketing system
Triage issues and find workarounds if possible
Become an expert in Flywire products
Engage with the development team to raise bugs, problems, or information gaps
Maintain documentation relating to solving common issues
Find opportunities of improvement in our support process and internal staff training
Provide day-to-day maintenance and support for applications supported by the customer and their partners
Resolve in a timely manner tier-2 application issues and raise tier-3 issues to designated development squads
Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
Assist in database structural changes required during system upgrades
Deploy tools and implement processes to assist in operational support
Be responsible for responding to application-related queries from end users in remote locations
Perform knowledge transfers to tier-1 and train end users on the usage of applications
Take ownership of development and updating of software applications related documentation, including user documentation and system reports, attend operational and other meetings and perform other duties, as the need arises.
Here’s What We’re Looking For:
Minimum of three to five years of experience in software maintenance and support in product companies
Experience performing UNIX system Operations
An understanding of web applications, ours are written in RoR, Java and React
Knowledge in any of our key technologies: Ruby, Java, React, MySQL, MongoDB, Redis, RabbitMQ
Strong categorization skills, and aptitude to find ways to improve our ticketing system
A desire to improve the support process (on-boarding, training, escalation, etc) and ensure that tickets are closed timely
Ability to grasp complex concepts, logical and analytical approach to solving problems
Proficient in working under pressure and with minimum supervision
Good interpersonal skills and ability to work in a team of diverse skills and cultures
Good communication and presentation skills
What We Offer:
Competitive compensation, including stock options
Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
Dynamic & Global Team (we have been collaborating virtually for years!)
Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact
Competitive time off including FlyBetter Days to volunteer in a cause you believe in
WFH Stipend & Digital Disconnect Days
Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Our Hiring Process:
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.