AI-Driven Technical Support Engineer II (SaaS)

Flywire

Chicago (IL)

Hybrid

USD 69,000 - 98,000

Full time

9 days ago

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Benefits offered by this job

Competitive compensation

Stock Purchase Plan (ESPP)

Wellbeing programs

Career development

Job summary

Flywire is seeking a Technical Support Engineer II to support customers across the U.S. and Canada, delivering expert technical help for SFS, eStore, and TPI products. You will manage tickets, perform deep research, and collaborate with product and engineering teams.

The role emphasizes using AI tools like Claude to automate tasks, maintain knowledge bases, and craft clear client communications. A BS in science or engineering and 3–5 years in SaaS support are required; hybrid work from Chicago

Qualifications

3–5 years of experience in technical support engineering.
3+ years hands-on experience with MySQL, Regex and SaaS web applications.
Proficiency with AI tools to optimize day-to-day tasks.
B.S. degree in a science or engineering field; strong communication skills.

Responsibilities

Ticket management: handle and resolve customer tickets to SLA.
Deep research: investigate issues using web apps and command-line tools.
Issue resolution: propose solutions and coordinate with product/engineering teams.
Client communication: clearly explain technical issues to customers at their level.
AI & knowledge management: maintain AI repositories and draft client communications.