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About the role
We are seeking a highly motivated and talented Technical Support Engineer II to work directly with customers and cross-functional teams on daily support and operational tasks. In this role, you will support Flywire’s Student Financial Services (SFS), eStore, and TPI products for our clients across the U.S. and Canada.
What they're looking for
- 3-5 years of experience in technical support engineering
- 3+ years of hands-on experience with MySQL, Regular Expressions (Regex), and SaaS-based web applications
- Proficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency
- B.S. degree in a science or engineering field
- Outstanding verbal and written communication skills
- Detail-oriented, highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes
More about this role
We are seeking a highly motivated and talented Technical Support Engineer II to work directly with customers and cross-functional teams on daily support and operational tasks. In this role, you will support Flywire’s Student Financial Services (SFS), eStore, and TPI products for our clients across the U.S. and Canada.
A unique and critical aspect of this role is proactively leveraging AI tools (such as Claude and Gemini) as a smart personal assistant to automate day-to-day TSE workflows, maintain internal repositories, assist with issue investigations, and streamline client communications.
- Ticket Management: Manage and resolve customer and departmental tickets efficiently, ensuring the highest quality standards while strictly adhering to SLA requirements.
- Deep Research: Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.
- Issue Resolution: Logically assess technical problems, propose accurate solutions to customers, and collaborate with development teams on long-term product enhancements.
- Client Communication: Communicate clearly, concisely, and confidently with customers via email or phone, translating...
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