Senior Technical Support Engineer I
2024-08-29
UK
Flywire
Company DescriptionAre 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 deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.
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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.
Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!With over 1,200+ 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.Job DescriptionThe Opportunity:We, at Flywire, are seeking a Senior Technical Support Engineer I. The individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire WPM, SFS, and eStore products for the clients in the UK. This role will collaborate with said Flywire product and engineering, implementation teams, and with relationship managers to act as a bridge between Technical Support and relevant teams.Manage and complete tickets received from customers and other departments involving Flywire WPM, SFS, and eStore product suites. Act as a first escalation point for the team members for the complex problems and queries related said productsEffectively manage product enhancements / bug fixes with respective product and engineering teams to reduce to resolve customer and common technical support issuesAct as a lead on incident management, projects, and collaborate with internal teamsResponsible for working with team members and cross functional team on improving quality and throughput of the customer requests and meet SLA matrixAble to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phoneQualificationsHere’s What We’re Looking For: At least 4 years of experience providing engineering support to customers and in communicating clearly and concisely with internal and external customersAt least 4 years of experience with supporting SaaS applicationsAt least 3 years of experience in customer support tools such as Zendesk or other related ticketing systemsAt least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell ScriptingRequired Degree: B.S. degree in a related Science & Engineering field, and having Master’s in respective field is a plusDeep understanding of Web applications, HTTP / SFTP protocols, PGP / GPG encryption technologiesHighly motivated and talented troubleshooter that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions Fluent in English, as it is the company’s working language Detail oriented and able to multitaskEagerness to learn new technologies and toolsTechnologies We Use:SQLBash shell and standard linux command lineZendeskLookerC#, ASP.NET 8.0, JavaAdditional InformationWhat We Offer:Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP)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 mediaDynamic & 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 impactCompetitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)Submit today and get started!We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices diversity, gender equality, and inclusion are 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.
Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.
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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.
Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started!With over 1,200+ 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.Job DescriptionThe Opportunity:We, at Flywire, are seeking a Senior Technical Support Engineer I. The individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire WPM, SFS, and eStore products for the clients in the UK. This role will collaborate with said Flywire product and engineering, implementation teams, and with relationship managers to act as a bridge between Technical Support and relevant teams.Manage and complete tickets received from customers and other departments involving Flywire WPM, SFS, and eStore product suites. Act as a first escalation point for the team members for the complex problems and queries related said productsEffectively manage product enhancements / bug fixes with respective product and engineering teams to reduce to resolve customer and common technical support issuesAct as a lead on incident management, projects, and collaborate with internal teamsResponsible for working with team members and cross functional team on improving quality and throughput of the customer requests and meet SLA matrixAble to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phoneQualificationsHere’s What We’re Looking For: At least 4 years of experience providing engineering support to customers and in communicating clearly and concisely with internal and external customersAt least 4 years of experience with supporting SaaS applicationsAt least 3 years of experience in customer support tools such as Zendesk or other related ticketing systemsAt least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell ScriptingRequired Degree: B.S. degree in a related Science & Engineering field, and having Master’s in respective field is a plusDeep understanding of Web applications, HTTP / SFTP protocols, PGP / GPG encryption technologiesHighly motivated and talented troubleshooter that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions Fluent in English, as it is the company’s working language Detail oriented and able to multitaskEagerness to learn new technologies and toolsTechnologies We Use:SQLBash shell and standard linux command lineZendeskLookerC#, ASP.NET 8.0, JavaAdditional InformationWhat We Offer:Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP)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 mediaDynamic & 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 impactCompetitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)Submit today and get started!We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices diversity, gender equality, and inclusion are 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.