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- Tasks: Support customers with technical issues and manage support tickets for our innovative payment platforms.
- Company: Join Flywire, a global leader in payments for education, healthcare, travel, and B2B industries.
- Benefits: Enjoy competitive pay, stock options, wellness programs, and flexible time off for volunteering.
- Why this job: Be part of a dynamic team that values collaboration, innovation, and making a real impact globally.
- Qualifications: 4+ years in technical support, experience with Linux, and strong problem-solving skills required.
- Other info: This role is based in London; expect a thorough interview process with various team members.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.
Today, we’ve digitized payments for more than 4,500+ 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.
The Opportunity:
Flywire is looking for a highly motivated, passionate and talented Sr. Technical Support Engineer I. This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting two different portal products and a newly designed combined platform which is currently being developed.
- This is a London based role. Please be aware of this before applying.
- Manage and complete tickets received from customers and other departments involving Flywire’s various platforms
- Work closely with customers on support tasks and provide accurate answers and expectations for various deliverables
- Understand various components of ours products including how they function together and the workflow impact to customers
- Work hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issues
- Logically assess the issue, propose solutions to customers and work with development on enhancements for the product
- Serve as a highly effective mediator between customers and development when the situation arises
- Research requests and issues thoroughly and understand how to most effectively work with development on questions that require escalation
- Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
- Lean into our business domain and needs as well as our company vision, mission and strategy to deliver on our short and long term goals
Here’s What We’re Looking For:
- 4+ years years of experience in technical support engineering
- Experience working with linux and bash command line
- Ability to utilise tools and scripts to research problems, identify root causes and provide short and longer term solutions for customers
- Able to translate highly complex issues to various levels of understanding based on the customer’s technical level
- Highly motivated and talented troubleshooter. Someone 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
- 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 including product and engineering
- Rails console experience is a major plus
- Experience in healthcare billing is a major plus – someone who can understand the billing process for the overall patient experience with their healthcare billing journey.
Technologies we use and will interview based on:
- Bash shell and standard Linux command line
- SQL
- Looker
- Tableau
- Ruby (light usage)
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.
Flywire is an equal opportunity employer. With over 40 nationalities across 12 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.
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Contact Detail:
Flywire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer I
✨Tip Number 1
Familiarise yourself with Flywire's products and services. Understanding their payment solutions and how they integrate into various industries will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your technical skills, especially in Linux and Bash command line. Being able to showcase your troubleshooting abilities with these tools can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience in FinTech or the payment industry. Highlighting relevant projects or challenges you've faced can show your understanding of the sector and its complexities.
✨Tip Number 4
Practice your communication skills, especially in explaining complex technical issues to non-technical audiences. This is crucial for a role that involves liaising between customers and development teams.
We think you need these skills to ace Senior Technical Support Engineer I
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support engineering, particularly with Linux and command-line tools. Emphasise any experience you have in the FinTech or payment industry, as well as your troubleshooting skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Mention specific aspects of Flywire's mission that resonate with you and how your skills align with their needs, especially in customer support and collaboration.
Showcase Communication Skills: Since outstanding verbal and written communication skills are crucial for this role, consider including examples in your application that demonstrate your ability to explain complex issues clearly to different audiences.
Highlight Problem-Solving Experience: Provide examples of past experiences where you successfully identified and resolved technical issues. This will showcase your ability to assess situations logically and propose effective solutions, which is key for the Senior Technical Support Engineer position.
How to prepare for a job interview at Flywire
✨Understand the Products
Before your interview, make sure you have a solid understanding of Flywire's products and how they function together. Familiarise yourself with the specific portal products you'll be supporting, as well as the new combined platform in development.
✨Showcase Your Troubleshooting Skills
Be prepared to discuss your troubleshooting process in detail. Highlight specific examples where you've identified root causes and proposed effective solutions, especially in complex situations. This will demonstrate your ability to handle the technical challenges of the role.
✨Communicate Clearly
Since you'll be working with customers of varying technical levels, practice explaining complex issues in simple terms. During the interview, focus on your communication skills and provide examples of how you've successfully collaborated with cross-functional teams.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of the technologies mentioned in the job description, such as Linux command line, SQL, and Ruby. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
