[Hiring] Application Support Engineer II @Flywire

Role Description

The Opportunity:

• Looking for a hands-on and customer-centric Application Support Engineer II.
• Dedicated to providing application expertise, solving support requests, and assisting the Helpdesk and Engineering teams.
• Handle only 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 for 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

• 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.
• 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.

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.
• 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.