Application Support Engineer II

2 Hours ago • 1-5 Years • Software Development & Engineering • $70,000 PA - $90,000 PA

Job Summary

Job Description

Flywire is seeking a hands-on and customer-centric Application Support Engineer II to join their team. This role involves providing application expertise, resolving support requests, and assisting Helpdesk and Engineering teams with internal requests. Key responsibilities include detailing issues, detecting and solving production issues and bugs, collaborating with the Engineering team to raise bugs, maintaining documentation for common issues, and becoming an expert in Flywire products. The engineer will also identify areas for support process improvement, provide day-to-day maintenance, perform knowledge transfers, train end users, resolve Tier-2 application issues, and assist with new release installations and database changes. The role also involves deploying tools and implementing processes for operational support, and responding to application-related queries from remote locations.
Must have:
  • 1-5 years in software maintenance and support
  • Understand web applications (.Net, React, Java, Angular)
  • Knowledge in Ruby, Java, React, SQL, Redis, RabbitMQ
  • Strong categorization and ticketing system improvement skills
  • Desire to improve support process and timely ticket closure
  • Logical and analytical problem-solving approach
  • Fluent in English
  • Outstanding verbal and written communication skills
  • Ability to collaborate with cross-functional teams
Good to have:
  • Experience in FinTech or payment industry
  • Hospitality or PMS experience
  • Experience with Oracle Opera
Perks:
  • Competitive compensation
  • Restricted Stock Units
  • Employee Stock Purchase Plan
  • Global Induction Program
  • Dynamic & Global Team
  • Wellbeing Programs
  • Meaningful impact on success
  • Competitive time off
  • Talent & Development Programs

Job Details

Company Description

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 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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,300+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity:

We, at Flywire, are looking for a hands-on and customer-centric Application Support Engineer II. This person will be dedicated to providing application expertise, solving support requests and assisting the Helpdesk and Engineering teams. This position will only handle internal requests.

  • Engage with internal employees to accurately detail issues sent to the ticketing system
  • Detect and solve production issues and bugs within the development environment beyond your current scope
  • Engage with the Engineering team to raise bugs, problems or information gaps
  • Maintain documentation related to solving common issues
  • Become an expert in Flywire products and triage 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
  • Perform Tier-1 knowledge transfers and train end users on the usage of applications
  • Resolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squads
  • Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
  • Respond to application-related queries from end users in remote locations
  • Assist in database structural changes required during system upgrades
  • Deploy tools and implement processes to assist in operational support

Qualifications

Here’s What We’re Looking For:

  • 1 - 5 years of experience in software maintenance and support
  • An understanding of web applications - ours are written in .Net, React, Java, and Angular
  • Knowledge in any of our key technologies: Ruby, Java, React, SQL, Redis, RabbitMQ
  • Strong categorization skills and the ability to find ways to improve our ticketing system
  • Desire to improve the support process (including onboarding, training and escalation) and ensure that tickets are closed in a timely manner
  • Grasp complex concepts and maintain a logical and analytical approach to solving problems
  • Fluent in English, as it is the company’s working language 
  • Experience in FinTech or the payment industry will be appreciated
  • Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams of diverse skills and cultures such as engineering and product
  • Hospitality or PMS experience is a plus
  • Experience with Oracle Opera is a plus

Additional Information

What 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 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 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.

The US base salary range for this full-time position is $70,000-$90,000 plus restricted stock units and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.
 

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. #LI-Remote

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