Technical Support Engineer

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 Technical Support & Troubleshooting 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 Communication & Collaboration Client Communication: Communicate clearly, concisely, and confidently with customers via email or phone, translating highly complex technical issues into easy-to-understand explanations based on the client's technical level Cross-Functional Liaison: Serve as a highly effective mediator and escalation bridge between customers and the product/engineering teams Business Alignment: Align technical support goals with Flywire's broader business domain, vision, mission, and strategy to deliver on both short- and long-term goals AI & Knowledge Management AI Repository Maintenance: Manage and maintain the TSE team's AI Skills repository, TSE Project Repos, and internal knowledge base AI Automation: Utilize AI tools to automate routine maintenance tasks, investigate client issues, create bug/product enhancement requests for dev teams, and draft effective, professional client communications Technologies & Tools We Use: Core Technologies: MySQL, Java, SaaS Web Applications, Protocols AI Assistants: Claude Code, Google Gemini, Notebook LM Operations & Tooling: Zendesk, Jira, Confluence, SumoLogic, Looker Outstanding verbal and written communication skillsB.S. degree in a science or engineering fieldDetail-oriented, highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes3-5 years of experience in technical support engineeringProficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency3+ years of hands-on experience with MySQL, Regular Expressions (Regex), and SaaS-based web applicationsA master's degree in a respective science or engineering field is a plusExperience in higher education, Student Financial Services (SFS), FinTech, or the payments industryFamiliarity with industry-standard logging, analytics, and ticketing tooling. #J-18808-Ljbffr Flywire