[Remote] Application Support Engineer II

Note: The job is a remote job and is open to candidates in USA. Flywire is a global payments enablement and software company focused on solving high-stakes payments in higher education. They are seeking a hands-on and customer-centric Application Support Engineer II to provide application expertise, solve support requests, and assist internal teams with application maintenance and support.

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

Skills

• 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

Benefits

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program
• Wellbeing Programs (Mental Health, Wellness) with Global FlyMates
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs

Company Overview

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