​This is a full-time, remote Technical Support Engineer II role at Flywire, a global payments enablement and software company specializing in high-stakes, high-value payments across education, healthcare, travel, and B2B sectors. The engineer will be responsible for managing and resolving tickets related to Flywire’s SFS and eStore platforms for US/Canada/UK clients. This position requires hands-on troubleshooting using command-line tools and database queries, serving as a mediator between customers and the development team.

• ​Location: Remote (Denver, US, listed as the location base).
• ​Experience: 3–5 years of experience in technical support engineering.
• ​Focus: Managing customer tickets and operations tasks for FinTech payment platforms, troubleshooting with MySQL, UNIX, HTML, Regular Expressions, and Shell Scripting, and adhering to strict SLA requirements.
• ​Compensation: Competitive compensation, including Restricted Stock Units (RSU) and an Employee Stock Purchase Plan (ESPP).

​The Opportunity: Troubleshooting and Mediation

​The engineer ensures platform stability and acts as the crucial technical link for customers, especially for complex queries.

• ​Ticket Management: Manage and complete tickets from customers and other departments related to Flywire’s platforms, ensuring the highest quality standards are met while adhering to SLA requirements.
• ​Hands-on Troubleshooting: Work hands-on with various web-based products and command-line tools in order to research and provide answers.
• ​Technical Research: Utilize technical skills (MySQL, UNIX, Shell Scripting) to thoroughly research requests and logically assess issues.
• ​Escalation & Mediation: Serve as a highly effective mediator between customers and development when the situation arises, ensuring accurate explanations and proposed solutions are translated to various technical levels.
• ​Communication: Able to communicate clearly, concisely, and with confidence on complex queries via email or over the phone.

​Required Qualifications and Technical Expertise

​The role mandates strong foundational UNIX/SQL skills and excellent communication abilities.

• ​Technical Support Experience: 3–5 years of experience in technical support engineering.
• ​Mandatory Technical Skills (3+ years experience):
  • ​MySQL
  • ​UNIX
  • ​HTML
  • ​Regular Expressions
  • ​Shell Scripting
• ​Troubleshooting Mindset: Highly motivated and talented troubleshooter who goes above and beyond to identify problems and propose accurate solutions.
• ​Industry Experience (Plus): Experience in FinTech or the payment industry, or experience in higher education/student financial support.
• ​Tools Used: Bash shell and standard Linux command line, SQL, Zendesk, Confluence, Jira, and Sumologic.