AI-Driven Tech Support Engineer II (SaaS)

Flywire; Boston (MA); On-site; USD 81,000 - 101,000; Full time

Job summary

Flywire is seeking a Technical Support Engineer II in Boston to support SFS, eStore and TPI products for clients across the U.S. and Canada, leveraging AI tools to automate daily tasks and improve client communications.

You will manage tickets, perform deep research, collaborate with product and engineering teams, and translate complex issues into clear guidance for customers while contributing to knowledge bases and AI repositories.

Qualifications

• 3-5 years of experience in technical support engineering.
• Proficiency with AI tools—specifically Claude.
• Outstanding verbal and written communication skills.
• Detail-oriented, highly organized multitasker with a drive to learn.

Responsibilities

• Ticket Management: manage and resolve customer tickets efficiently while meeting SLA.
• Deep Research: use web-based products and CLI tools to investigate issues.
• Issue Resolution: assess problems and propose solutions with product teams.
• Client Communication: explain complex tech in clear terms to customers.

Skills

3-5 years experience in technical

AI tools Claude

Excellent communication

Detail-oriented

Education

BS degree in science or engineering

Master's degree a plus

Tools

Zendesk

Jira

Confluence

SumoLogic

Looker

Job description

Flywire is seeking a Technical Support Engineer II in Boston to support SFS, eStore and TPI products for clients across the U.S. and Canada, leveraging AI tools to automate daily tasks and improve client communications.

You will manage tickets, perform deep research, collaborate with product and engineering teams, and translate complex issues into clear guidance for customers while contributing to knowledge bases and AI repositories.