Application Support Engineer II

Flywire•Chicago, IL

14h•$77,000 - $92,000•Remote

About The Position

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.

Requirements

1-5 years of experience in software maintenance and support
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 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
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

Nice To Haves

Experience in FinTech or the payment industry will be appreciated
Hospitality or PMS experience is a plus
Experience with Oracle Opera is a plus

Responsibilities

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

Benefits

Competitive compensation, including Restricted Stock Units
Employee Stock Purchase Plan (ESPP)
Flying Start - Our immersive Global Induction Program
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) 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

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