Technical Support Engineer II

Flywire
Austin
Workplace: HybridFull timeUSD 81,000 - 101,000 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Attention to detail","Organization","Multitasking","Cross-functional collaboration"]

Provide day-to-day technical support for Flywire’s Student Financial Services (SFS), eStore, and TPI products, resolving customer and departmental tickets while meeting SLA requirements. Investigate complex issues using web-based tools and command-line research, translate technical problems for clients, and coordinate escalations with engineering for long-term improvements. Maintain internal AI/knowledge repositories and use AI assistants (Claude and Gemini) to automate workflows and streamline client communications.

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FursaFursa
Flywire
Flywire
1 day ago

Technical Support Engineer II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide day-to-day technical support for Flywire’s Student Financial Services (SFS), eStore, and TPI products, resolving customer and departmental tickets while meeting SLA requirements. Investigate complex issues using web-based tools and command-line research, translate technical problems for clients, and coordinate escalations with engineering for long-term improvements. Maintain internal AI/knowledge repositories and use AI assistants (Claude and Gemini) to automate workflows and streamline client communications.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Manage and resolve customer and departmental tickets while adhering to SLA requirements.
  • •Research and isolate complex support issues using web-based products and command-line tools.
  • •Assess technical problems, propose accurate solutions to customers, and collaborate with development teams on lasting enhancements.
  • •Communicate clearly with customers via email or phone, translating complex issues based on their technical level.
  • •Maintain TSE AI skills repositories and knowledge bases; use AI tools to automate routine workflows and support issue investigations and client communication.

Pay and Benefits

Salary: USD 81,000 - 101,000 annually

Key Requirements

  • •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 leveraging AI tools, specifically Claude, to optimize day-to-day tasks and operational efficiency.
  • •B.S. degree in a science or engineering field.
  • •Outstanding verbal and written communication skills, with strong attention to detail and root-cause troubleshooting mindset.
Experience:Technical supportSaaSFinTechPaymentsHigher educationStudent Financial Services
Education:Bachelor's
Skills:CommunicationAttention to detailOrganizationMultitaskingCross-functional collaboration
Languages:English
Tech Stack:MySQLRegular Expressions (Regex)SaaS Web ApplicationsHTTP/SFTP ProtocolsJavaClaude CodeClaudeGoogle GeminiNotebook LMZendeskJiraConfluenceSumoLogicLooker

Company Brief

Flywire
Provides a global payments platform and vertical-specific software to enable complex cross-border and domestic receivables for education, healthcare, travel and B2B clients, streamlining payments, reconciliation and receivables workflows.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Boston, United States
Founded: 2009
Glassdoor
Glassdoor: 3.5
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