Technical Support Specialist - SaaS & Escalations

Flywire

Illinois

On-site

USD 45,000 - 60,000

Full time

14 days+

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Job summary

Flywire is seeking a CS1 specialist to be the first line of support for hospitality/e-commerce customers. You’ll triage tickets, troubleshoot with logs and internal tools, and document steps for engineering.

The role emphasizes building technical support skills, clear customer communication, and contributing to SOPs and knowledge bases. Ideal candidates have 2+ years in a tech support role, experience with Zendesk and DataDog, and strong communication.

Qualifications

2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred).
Experience using Zendesk, including Explore, Help Center, and custom views/macros.
Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages.
Strong verbal and written communication skills; able to break down complex issues for technical and non-technical audiences.
Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected).
Demonstrated initiative in bug tracking, internal documentation, or team training support.

Responsibilities

Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency.
Troubleshoot complex technical issues using logs, developer tools, DataDog, and internal tools.
Provide clear replication steps, screen recordings, or documentation to escalated issues to Engineering.
Translate technical findings into simple, actionable updates for customers and internal stakeholders.
Assist in writing SOPs and contributing to knowledge base articles and internal documentation.
Take ownership of escalated or pattern-based tickets and track them to resolution.
Identify bugs or process inefficiencies and work with the team to improve the overall support workflow.