The Opportunity: This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire SFS, eStore, and TPI products for the clients in US / Canada. Manage and complete tickets from customers and other departments related to Flywire’s platforms, ensuring the highest quality standards are met while adhering to the SLA requirements Able to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phone Understand various components of our products including how they function together and the workflow impact to customers Work hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issues Logically assess the issue, propose solutions to customers and work with development on enhancements for the product Serve as a highly effective mediator between customers and development when the situation arises Research requests and issues thoroughly and understand how to most effectively work with development on questions that require escalation Lean into our business domain and needs as well as our company vision, mission and strategy to deliver on our short and long term goals Here’s What We’re Looking For: 3-5 years of experience in technical support engineering Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and engineering At least 3 years of experience in Technical Support skills, like MYSQL, UNIX, HTML, Regular Expressions, and Shell Scripting Highly motivated and talented troubleshooter. Someone that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions Able to translate highly complex issues to various levels of understanding based on the customer’s technical level Proficient in leveraging AI tools and crafting effective prompts to review, analyze, and refine customer communications. Detail oriented and able to multitask and eagerness to learn new technologies and tools Experience in higher education or student financial support is a major plus - someone who can understand the student financial services for the overall higher education Experience in FinTech or the payment industry will be appreciated Fluent in English, as it is the company’s working language Required Degree : B.S. degree in a related Science & Engineering field, and having Master’s in respective field is a plus Technologies We Use: Bash shell and standard linux command line SQL Java Additional Tools: Zendesk, Confluence, Jira, Sumologic, Google Gemini What We Offer: Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP) Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams) Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media Dynamic & Global Team (we have been collaborating virtually for years!) Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days! Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)