AI-Driven Technical Support Engineer II (Hybrid)

Flywire; Massachusetts; Hybrid; USD 81,000 - 101,000; Full time

Job summary

Flywire is hiring a Technical Support Engineer II to support Student Financial Services, eStore, and TPI products across the U.S. and Canada. You will leverage Claude and Gemini to automate workflows, maintain knowledge bases, and streamline client communications.

The role requires 3–5 years in technical support engineering, strong SQL and SaaS app experience, and excellent communication skills. A BS in science/engineering is required, with a Master’s a plus. Equal opportunity employer.

Qualifications

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

Responsibilities

• Ticket management: resolve customer and departmental tickets efficiently per SLA.
• Deep research: work with web-based products and command-line tools to isolate issues.
• Issue resolution: assess problems and propose solutions, coordinating with dev teams for long-term fixes.
• AI & knowledge management: maintain AI repositories and draft professional client communications.

Skills

Communication skills

Root cause analysis

Learning agility

Education

BS in science/engineering

Master's degree in science/engineering

Tools

MySQL

Java

HTTP/SFTP protocols

SaaS Web Applications

Job description

Flywire is hiring a Technical Support Engineer II to support Student Financial Services, eStore, and TPI products across the U.S. and Canada. You will leverage Claude and Gemini to automate workflows, maintain knowledge bases, and streamline client communications.

The role requires 3–5 years in technical support engineering, strong SQL and SaaS app experience, and excellent communication skills. A BS in science/engineering is required, with a Master’s a plus. Equal opportunity employer.