Senior Technical Support Engineer I

Skills

Customer SupportHTMLRegular ExpressionsScriptingSecure File Transfer ProtocolShell ScriptingSoftware As A Service

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

At least 4 years of experience providing engineering support to customers
At least 4 years of experience with supporting SaaS applications
At least 3 years of experience in customer support tools such as Zendesk
At least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell Scripting
B.S. degree in a related Science & Engineering field
Deep understanding of Web applications
Deep understanding of HTTP / SFTP protocols
Deep understanding of PGP / GPG encryption technologies
Highly motivated and talented troubleshooter
Fluent in English
Detail-oriented and able to multitask
Eagerness to learn new technologies and tools

Day to day

Responsible for working directly with customers and various teams on daily support and operations tasks
Support Flywire WPM, SFS, and eStore products for the clients in the UK
Collaborate with product, engineering, implementation teams, and relationship managers to act as a bridge between Technical Support and relevant teams
Manage and complete tickets received from customers and other departments
Act as a first escalation point for the team members for complex problems and queries
Manage product enhancements and bug fixes with product and engineering teams
Act as a lead on incident management, projects, and collaborate with internal teams
Work with team members and cross-functional teams to improve the quality and throughput of customer requests
Communicate clearly and concisely with customers via email or over the phone

Hiring process

Meet with different FlyMates including the Hiring Manager
Peers on the team
VP of the department
Skills assessment

Company

Why this team might suit you

Mission, benefits, values and useful company context.

Mission

Flywire Corporation (Nasdaq: FLYW) is a global payments enablement and software company. We combine our proprietary global payments network, next-gen payments platform, and vertical-specific software to deliver the most important and complex payments for our clients and their customers. Flywire leverages its vertical-specific software and payments technology to deeply embed within the existing A/R workflows for its clients across the education, healthcare, and travel vertical markets, as well as in key B2B industries. Flywire also integrates with leading ERP systems, such as NetSuite, so organizations can optimize the payment experience for their customers while eliminating operational challenges. Flywire supports more than 4,000+ clients with diverse payment methods in more than 140 currencies across 240 countries and territories around the world. Flywire is headquartered in Boston, MA, USA with global offices.

Benefits

Competitive compensation
Restricted Stock Units
Employee Stock Purchase Plan
Immersive Global Induction Program
Work with brilliant people
Dynamic & Global Team
Wellbeing Programs
Competitive time off
Talent & Development Programs

Values

Passion, excitement & global collaboration. The company aims to deliver the world’s most important and complex payments. Flywire digitizes payments for its global clients and has more than 1,200+ global FlyMates representing more than 40 nationalities in 12 offices worldwide.