Senior Technical Support Engineer I

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Engineer I to join their London team. In this pivotal role, you will engage directly with customers, managing support tickets while collaborating closely with various teams. Your expertise in technical support engineering, particularly with Linux and Bash, will be essential in troubleshooting issues and enhancing customer experiences. This role offers a unique opportunity to work with innovative web-based products and command-line tools, ensuring that you play a crucial part in the company's mission to deliver exceptional service. Join a diverse team that values inclusion and offers growth opportunities in a dynamic work environment.

Benefits

Competitive compensation

Employee Stock Purchase Plan

Global Induction Program

Wellbeing programs

Generous time off

Development programs

Qualifications

• 4+ years in technical support engineering with a focus on customer interaction.
• Proficient in Linux and Bash for troubleshooting and solutions.

Responsibilities

• Manage and resolve customer tickets related to Flywire’s platforms.
• Collaborate with customers to provide clear answers and set expectations.

Skills

Technical Support Engineering

Linux

Bash Command Line

SQL

Communication Skills

Troubleshooting

Collaboration

FinTech Experience

Tools

Zendesk

Looker

Tableau

Ruby

Rails Console

Job description

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Senior Technical Support Engineer I, London

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

ab5f17add5fa

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

The Opportunity:

Flywire is seeking a highly motivated, passionate, and talented Senior Technical Support Engineer I. This role involves working directly with customers and various teams on daily support and operations tasks, supporting multiple portal products and a newly developed platform.

• This is a London-based role. Please consider this before applying.
• Manage and resolve tickets from customers and other departments involving Flywire’s platforms.
• Collaborate closely with customers to support tasks, providing clear answers and setting expectations.
• Understand our products' components, their interactions, and impact on customer workflows.
• Work hands-on with web-based products and command-line tools to research and resolve issues.
• Assess issues logically, propose solutions, and collaborate with development for enhancements.
• Act as a mediator between customers and development when necessary.
• Thoroughly research requests and issues, understanding escalation processes.
• Handle complex issues requiring in-depth analysis.
• Align with our business goals, vision, and strategy to support our short- and long-term objectives.

Qualifications:

• At least 4 years of experience in technical support engineering.
• Experience with Linux and Bash command line.
• Ability to use tools and scripts for troubleshooting and solution development.
• Skill in translating complex issues for different customer technical levels.
• Motivated troubleshooter with resourcefulness.
• Fluent in English.
• Experience in FinTech or payments industry is a plus.
• Excellent communication and collaboration skills.
• Experience with Rails console is a plus.
• Healthcare billing experience is a plus.

Technologies used:

• Bash shell and Linux command line
• SQL
• Looker
• Tableau
• Zendesk
• Ruby (light use)
• Rails Console

Additional Information:

What We Offer:

• Competitive compensation, including RSUs
• Employee Stock Purchase Plan
• Global Induction Program
• Work with talented colleagues worldwide
• Wellbeing programs and activities
• Impactful work and company growth opportunities
• Generous time off and volunteer days
• Development programs for career growth

Submit your application today! Our process includes meetings with the hiring team, peers, and assessments. Your Talent Acquisition Partner will guide you through each step.

Flywire is an equal opportunity employer. We value diversity, gender equality, and inclusion, with over 40 nationalities across 12 offices. We believe our FlyMates are our greatest asset, and we look forward to welcoming new talent to our evolving culture.