Flywire

Compensation

Full Description

Job Description: • 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 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 • Experience in FinTech or the payment industry will be appreciated • 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. Benefits: • Competitive compensation • Employee Stock Purchase Plan (ESPP) • Flying Start - Our immersive Global Induction Program • Wellbeing Programs (Mental Health, Wellness) • Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days! • Great Talent & Development Programs