Technical Support Engineer II

Flywire
Chicago
Workplace: HybridFull timeUSD 81,000 - 101,000 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Multitasking","Detail-oriented","Organized","Eagerness to learn"]

Support Flywire’s Student Financial Services (SFS), eStore, and TPI products by managing customer/dept tickets, investigating complex issues using web and command-line tools, and collaborating with development for long-term improvements. Communicate clearly with customers via email/phone and act as an escalation bridge to engineering. Proactively use AI assistants (Claude, Gemini) to automate workflows, maintain internal repositories, and streamline client communication.

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FursaFursa
Flywire
Flywire
1 day ago

Technical Support Engineer II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Support Flywire’s Student Financial Services (SFS), eStore, and TPI products by managing customer/dept tickets, investigating complex issues using web and command-line tools, and collaborating with development for long-term improvements. Communicate clearly with customers via email/phone and act as an escalation bridge to engineering. Proactively use AI assistants (Claude, Gemini) to automate workflows, maintain internal repositories, and streamline client communication.
Location: Chicago
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 solutions, and collaborate with development teams on product enhancements.
  • •Communicate with customers via email or phone, translating complex technical issues for their technical level.
  • •Maintain AI repositories/knowledge bases and use AI automation to streamline investigations and client communications.

Pay and Benefits

Salary: USD 81,000 - 101,000 annually

Key Requirements

  • •3-5 years of experience in technical support engineering.
  • •3+ years hands-on with MySQL, Regular Expressions (Regex), and SaaS-based web applications.
  • •Proficiency using AI tools, specifically Claude, to optimize day-to-day tasks and operational efficiency.
  • •B.S. degree in a science or engineering field.
  • •Strong verbal and written communication skills with attention to detail and ability to multitask.
Experience:3-5 yearsTechnical supportSaaSFintechPaymentsStudent financial services
Education:Bachelor's in science or engineering
Skills:CommunicationMultitaskingDetail-orientedOrganizedEagerness to learn
Languages:English
Tech Stack:MySQLRegular Expressions (Regex)JavaSaaS Web ApplicationsHTTP/SFTP ProtocolsClaude CodeGoogle GeminiNotebook LMZendeskJiraConfluenceSumoLogicLookerAI tools

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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