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.
Key Responsibilities
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.
Here’s What We’re Looking For
3-5 years of experience in technical support engineering.
3+ years of hands-on experience with MySQL, Regular Expressions (Regex), and SaaS-based web applications.
Proficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency.
B.S. degree in a science or engineering field.
Outstanding verbal and written communication skills.
Detail-oriented, highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes.
Preferred Qualifications
A master's degree in a respective science or engineering field is a plus.
Experience in higher education, Student Financial Services (SFS), FinTech, or the payments industry.
Familiarity with industry-standard logging, analytics, and ticketing tooling.
Technologies & Tools We Use
Core Technologies: MySQL, Java, SaaS Web Applications, HTTP/SFTP Protocols
AI Assistants: Claude Code, Google Gemini, Notebook LM
Operations & Tooling: Zendesk, Jira, Confluence, SumoLogic, Looker
What We Offer
Competitive compensation
Employee Stock Purchase Plan (ESPP)
Competitive time off
Work with brilliant people globally Learn more about their journeys by checking out #InsideFlywire on social media
Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
Be a meaningful part in our success - every FlyMate makes an impact
Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers, OneFlywire Career Mobility)
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.
Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.
The base salary for this position is
$68,838-$98,340
Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.
