AI-Driven Technical Support Engineer II

Flywire; Austin (TX); Hybrid; USD 81,000 - 101,000; Full time

Job summary

Flywire is seeking a Technical Support Engineer II to assist customers across the U.S. and Canada, supporting SFS, eStore, and TPI products.

You will leverage Claude AI as a smart assistant to automate workflows, maintain AI knowledge bases, and draft professional client communications.

Ideal candidates have 3–5 years in technical support, strong MySQL/Regex skills, a BS in science or engineering, and experience with SaaS apps and Zendesk/Jira.

Qualifications

• 3–5 years of experience in technical support engineering.
• 3+ years with MySQL, Regex, and SaaS web apps.
• Proficiency with AI tools, especially Claude, to optimize tasks.
• BS degree in a science or engineering field.
• Excellent verbal and written communication skills.
• Detail-oriented and eager to learn new technologies.

Responsibilities

• Manage and resolve customer tickets efficiently while meeting SLA requirements.
• Research and isolate complex issues using web-based tools and command-line interfaces.
• Propose fixes and work with development for long-term improvements.
• Communicate clearly with customers via email/phone, simplifying technical topics.
• Serve as liaison between customers and product/engineering teams.
• Align support goals with Flywire's business objectives.

Skills

MySQL

Regex

SaaS apps

Claude AI

Communication

Education

BS in science or engineering

Tools

Zendesk

Jira

Confluence

SumoLogic

Looker

Job description

Flywire is seeking a Technical Support Engineer II to assist customers across the U.S. and Canada, supporting SFS, eStore, and TPI products.

You will leverage Claude AI as a smart assistant to automate workflows, maintain AI knowledge bases, and draft professional client communications.

Ideal candidates have 3–5 years in technical support, strong MySQL/Regex skills, a BS in science or engineering, and experience with SaaS apps and Zendesk/Jira.