Senior Technical Support Engineer I

Flywire; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a dynamic and innovative company as a Sr. Technical Support Engineer I, where you'll leverage your expertise to support cutting-edge payment platforms. This role offers the opportunity to work closely with customers and internal teams, tackling complex technical challenges while contributing to a collaborative and global environment. You'll play a crucial role in ensuring seamless operations and enhancing user experiences across multiple sectors. If you're passionate about technology and customer support, this is the perfect chance to make a significant impact in a thriving industry.

Benefits

Competitive salary

Restricted Stock Units

Employee Stock Purchase Plan

Global Induction Program

Wellbeing programs

Generous time off

Volunteer days

Digital Disconnect Days

Development programs

Qualifications

• 4+ years of experience in technical support engineering.
• Proficiency with Linux and Bash command line.
• Ability to explain complex issues at various technical levels.

Responsibilities

• Manage and resolve tickets from customers and internal departments.
• Collaborate with customers on support issues.
• Tackle complex issues requiring in-depth analysis.

Skills

Technical Support Engineering

Linux

Bash Command Line

Troubleshooting

SQL

Communication Skills

Collaboration

Rails Console

Healthcare Billing

Education

Bachelor's Degree in a relevant field

Tools

Zendesk

Looker

Tableau

Ruby

Job description

Company Description

Are you ready to trade your job for a journey? Become a FlyMate! Passion, excitement, and global collaboration are core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We leverage our Flywire Advantage—our next-gen payments platform, proprietary payment network, and vertical-specific software—to help our clients get paid and enable their customers to pay with ease, regardless of location.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who We Are

Flywire is a global payments enablement and software company, facilitating high-stakes, high-value payments across education, healthcare, travel, and B2B sectors worldwide. We have digitized payments for over 4,500+ clients in more than 140 currencies across 240 countries and territories. With over 1,200 FlyMates from more than 40 nationalities, in 12 offices globally, we are growing and looking for new team members to join us on this journey.

Job Description

The Opportunity:

We seek a highly motivated, passionate, and talented Sr. Technical Support Engineer I. This role involves working directly with customers and internal teams on support and operational tasks, supporting two portal products and a newly integrated platform under development.

• This position is based in London. Please consider this before applying.
• Manage and resolve tickets from customers and internal departments involving Flywire’s platforms.
• Collaborate with customers on support issues, providing clear communication on deliverables.
• Understand product components, their functions, and workflow impacts on customers.
• Work hands-on with web-based products and command-line tools to research and resolve issues.
• Assess issues logically, propose solutions, and coordinate with development for enhancements.
• Act as a mediator between customers and development teams when needed.
• Research and escalate issues effectively, understanding how to work with development teams.
• Tackle complex issues requiring in-depth analysis of variables.
• Align with our business needs and company strategy to achieve short and long-term goals.

Qualifications

What We’re Looking For:

• 4+ years of experience in technical support engineering.
• Proficiency with Linux and Bash command line.
• Experience using tools and scripts for troubleshooting and solutions.
• Ability to explain complex issues at various technical levels.
• Motivated troubleshooter with resourcefulness and accuracy.
• Fluent in English.
• Experience in FinTech or payments industry is a plus.
• Excellent communication and collaboration skills with cross-functional teams.
• Rails console experience is a major plus.
• Healthcare billing experience is advantageous, especially understanding patient billing processes.

Technologies We Use:

• Bash, Linux command line
• SQL
• Looker
• Tableau
• Zendesk
• Ruby (light usage)
• Rails Console

Additional Information

What We Offer:

• Competitive salary and Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Global Induction Program (Meet our Execs & Global Teams)
• Work with talented, driven colleagues and learn from their journeys (#InsideFlywire)
• Global, collaborative team environment
• Wellbeing programs including mental health, wellness, yoga, Pilates, HIIT classes
• Impactful work where every FlyMate makes a difference
• Generous time off, volunteer days, Digital Disconnect Days
• Development programs like Managers Taking Flight

Apply today! Our process involves meetings with team members, including the hiring manager, peers, VP, and skills assessments. Our Talent Acquisition team will guide you through each step.

Flywire is an equal opportunity employer. Diversity, gender equality, and inclusion are integral to our culture, with over 40 nationalities represented across our offices. We look forward to your potential contribution to our evolving culture.

Seniority Level

• Mid-Senior level

Employment Type

• Full-time