Technical Support Specialist

Flywire
Chicago
Workplace: HybridFull timeUSD 45,000 - 60,000 annuallyFunction: IT Support & HelpdeskExperience: 2+ yearsSkills: ["Communication","Organization","Time management","Empathy","Problem-solving"]

Provide first-line technical support for hospitality/e-commerce customers by triaging and resolving inbound tickets via Zendesk. Use standard procedures for routine issues, troubleshoot reproducible steps with screenshots/logs and tools like browser developer tools and DataDog, and escalate complex problems to Tier-2/Engineering. Maintain high-volume quality with clear customer updates, documentation, macros, and Help Center/SOP contributions to improve the support workflow.

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FursaFursa
Flywire
Flywire
2 days ago

Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Provide first-line technical support for hospitality/e-commerce customers by triaging and resolving inbound tickets via Zendesk. Use standard procedures for routine issues, troubleshoot reproducible steps with screenshots/logs and tools like browser developer tools and DataDog, and escalate complex problems to Tier-2/Engineering. Maintain high-volume quality with clear customer updates, documentation, macros, and Help Center/SOP contributions to improve the support workflow.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Handle inbound tickets (email/web/phone) from intake to resolution using Zendesk.
  • •Apply standard procedures to routine problems and escalate appropriately.
  • •Troubleshoot by reproducing issues, reviewing screenshots/logs, isolating variables, and using internal tools.
  • •Support key use cases such as PDF conversion and basic platform navigation.
  • •Maintain quality and documentation by contributing to macros, Help Center articles, internal documentation, and clear escalations/handoffs.

Pay and Benefits

Salary: USD 45,000 - 60,000 annually

Key Requirements

  • •2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred).
  • •Experience using Zendesk, including Explore, Help Center, and custom views/macros.
  • •Familiarity with Jira, DataDog, browser developer tools, and analyzing logs/error messages.
  • •Strong verbal and written communication skills to explain complex issues to technical and non-technical audiences.
  • •Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected).
Experience:2+ yearsB2B SaaSE-commerceHospitalityPayments
Skills:CommunicationOrganizationTime managementEmpathyProblem-solving
Languages:English
Tech Stack:ZendeskZendesk ExploreZendesk Help CenterZendesk macrosZendesk custom viewsJiraConfluenceBrowser developer toolsDataDogPDF conversion toolsLogsScreenshotsDeveloper 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
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