Technical Support Specialist, SaaS & Hospitality

Flywire; Illinois; On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

Flywire is seeking a Technical Support Specialist to be the first line of contact for hospitality/e-commerce customers. You will triage tickets, answer product questions, and document steps for team handoffs, building technical support skills and delivering high-quality customer communication.

Role focuses on using standard procedures to resolve issues, troubleshooting with logs and tools, and collaborating with Escalations, Engineering, and internal teams to improve the support workflow.

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.

Responsibilities

• Handle inbound tickets (email/web/phone) from intake to resolution using Zendesk.
• Apply standard procedures to routine problems; elevate when appropriate.
• Troubleshoot by reproducing steps, reviewing screenshots/logs, and isolating variables (browser, network, payment gateway).
• Support common use cases such as PDF conversion and basic platform navigation.
• Maintain quality responses while averaging ~25 solved tickets per day (575-600/month).
• Contribute to macros, Help Center articles, and internal documentation.
• Partner with Escalations/Tier-2 and Engineering on escalated issues.
• Provide proactive updates to customers and ensure clear handoffs.
• 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.

Skills

Zendesk

Jira

DataDog

Browser dev tools

Log analysis

Tools

Confluence

Job description

Flywire is seeking a Technical Support Specialist to be the first line of contact for hospitality/e-commerce customers. You will triage tickets, answer product questions, and document steps for team handoffs, building technical support skills and delivering high-quality customer communication.

Role focuses on using standard procedures to resolve issues, troubleshooting with logs and tools, and collaborating with Escalations, Engineering, and internal teams to improve the support workflow.