Application Support Engineer II

Flywire is a global payments enablement and software company on a mission to deliver complex payments solutions. The Application Support Engineer II will provide application expertise, solve support requests, and assist the Helpdesk and Engineering teams while maintaining documentation and improving support processes.

Responsibilities:

• Engage with internal employees to accurately detail issues sent to the ticketing system
• Detect and solve production issues and bugs within the development environment beyond your current scope
• Engage with the Engineering team to raise bugs, problems or information gaps
• Maintain documentation related to solving common issues
• Become an expert in Flywire products and triage issues
• Find opportunities of improvement in our support process and internal staff training
• Provide day-to-day maintenance and support for applications supported by the customer and their partners
• Perform Tier-1 knowledge transfers and train end users on the usage of applications
• Resolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squads
• Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
• Respond to application-related queries from end users in remote locations
• Assist in database structural changes required during system upgrades
• Deploy tools and implement processes to assist in operational support

Requirements:

• 1-5 years of experience in software maintenance and support
• An understanding of web applications - ours are written in RoR, Java and React
• Knowledge in any of our key technologies: Ruby, Java, React, MySQL, MongoDB, Redis, RabbitMQ
• Strong categorization skills and the ability to find ways to improve our ticketing system
• Desire to improve the support process (including onboarding, training and escalation) and ensure that tickets are closed in a timely manner
• Grasp complex concepts and maintain a logical and analytical approach to solving problems
• Fluent in English, as it is the company's working language
• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams of diverse skills and cultures such as engineering and product
• Experience in FinTech or the payment industry will be appreciated
• Hospitality or PMS experience is a plus
• Experience with Oracle Opera is a plus