Application Support Engineer II

Trading Application Support - Chicago, IL (1:00am - 9:00am Shift)

We are looking for a hands‑on and customer‑centric Application Support Engineer II. This person will be dedicated to providing application expertise, solving support requests and assisting the Helpdesk and Engineering teams. This position will only handle internal requests.

At Flywire, we deliver the world’s most complex payments solutions. We use our Flywire Advantage—a combination of our next‑gen payments platform, proprietary payment network and vertical‑specific software—to help clients get paid and customers pay with ease—no matter where they are in the world.

• 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

• 1–5 years of experience in software maintenance and support
• An understanding of web applications – ours are written in Ruby on Rails, Java and React
• Knowledge in any of our key technologies:
  Ruby, Java, React, MySQL, Mongo
  
  DB, 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 Fin Tech 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
• Hospitality or PMS experience is a plus
• Experience with Oracle Opera is a plus

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start – Our immersive Global Induction Program
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #Inside Flywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness) with Global Fly Mates
• Be a meaningful part in our success – every Fly Mate makes an impact
• Competitive time off including Fly Better Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs

US base salary range for this full‑time position is $77,000–$92,000 plus restricted stock units and benefits. 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.

Flywire is an equal‑opportunity employer. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our Fly Mates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

Flywire is an equal‑opportunity employer.

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