Technical Support Engineer II - AI-Driven Troubleshooter

Flywire

Town of Texas (WI)

Hybrid

USD 81,000 - 101,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model

Global team

Job summary

Flywire is seeking a Technical Support Engineer II to support its SFS, eStore, and TPI products across the U.S. and Canada, utilizing AI tools like Claude to automate workflows and improve client communications.

The role emphasizes hands-on troubleshooting, cross-functional collaboration with product and engineering teams, and the use of MySQL, Regex, and SaaS-based web applications. A BS in science or engineering is required, with strong communication and a detail-oriented mindset.

Qualifications

3–5 years of experience in technical support engineering.
3+ years of hands-on experience with MySQL, Regex, and SaaS-based web applications.
Proficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency.
B.S. degree in a science or engineering field.
Outstanding verbal and written communication skills.
Detail-oriented, highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes.

Responsibilities

Ticket Management: Manage and resolve customer and departmental tickets efficiently, ensuring the highest quality standards while strictly adhering to SLA requirements.
Deep Research: Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.
Issue Resolution: Logically assess technical problems, propose accurate solutions to customers, and collaborate with development teams on long-term product enhancements.
Communication & Collaboration: Serve as mediator between customers and product/engineering teams and translate issues clearly.