Manager, Application Support Engineer

Company Description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you! 

Who we are: 

Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 4000+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1,200+ global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

The Opportunity 

We, at Flywire, are seeking a Manager, Application Support Engineer to manage our global Application Support team with team members located in NA, EMEA, and APAC.

• Hiring, on-boarding, training, and mentoring less experienced team members 
• Ensuring  App  Support  related  issues  (error  conditions  or  service  outages  etc.) are  timely responded  to  and  resolved  with  minimal  impact  to  the  clients,  payers,  and/or  internal stakeholders, in accordance with established SLA. 
• Being the main escalation point of contact for more challenging issues that team members need expert help with 
• Triaging issues and finding workarounds if possible until a permanent fix is provided by the ENG team 
• Working with the development team to escalate bugs, problems, or missing information 
• Creating  and  updating  Troubleshooting  Guide  and  How-To  documentations  for  the  team and internal stakeholders 
• Leveraging tools, data analytics, and experience to identify opportunities to improve the App 
• Support issue resolution time, support process, and internal staff training

Qualifications

Here’s What We’re Looking For:

• Minimum of 5 years of experience in software maintenance and support, experience in fintech/banking/payment systems and in product/tech companies is a plus
• 1-5 years of experience managing a technical support, application support, or technical customer service team.
• Proficiency in SLA tracking and team performance and people management
• Familiarity with web applications,particularly those written in RoR, Java and React
• Knowledge in any of our key technologies such as: Ruby, Java, React, MySQL, DocumentDB, Redis, RabbitMQ
• Strong categorization skills, and the ability to enhance our ticketing system
• A desire to improve the support process (on-boarding, training, escalation, etc) and ensure that tickets are closed timely
• Ability to grasp complex concepts, logical and analytical approach to solving problems
• Proficient in working under pressure and with minimum supervision
• Good interpersonal skills and ability to work in a team of diverse skills and cultures
• Proficient in English, 

Additional Information

What We Offer:

• Competitive compensation, including Restricted Stock Units 
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates 
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.