Technical Support Engineer II Flywire
Overview
FlyMate seeks a Technical Support Engineer II to lead customer support for Student Financial Services and related products. This role drives operational excellence by leveraging AI tools and collaborating across teams to ensure seamless client experiences.
What You'll Do9
- 1Manage and resolve tickets using MySQL and Regular Expressions to address complex support issues
- 2Optimize workflows by maintaining an AI Skills repository and creating automation scripts with Claude
- 3Translate technical complexities into clear client communications via email or phone
- 4Act as a liaison between customers and engineering teams to bridge gaps and escalate issues
- 5Align support strategies with business goals to drive long-term success
- 6Collaborate with cross-functional teams to develop product enhancements based on client feedback
- 7Utilize Zendesk, Jira, and Confluence to document and track resolution processes
- 8Analyze logs and metrics using Looker to identify trends and improve system performance
- 9Drive continuous improvement by identifying bottlenecks and proposing scalable solutions
Requirements7
- 13-5 years of experience in technical support engineering
- 23+ years hands-on expertise with MySQL, Regular Expressions, and SaaS applications
- 3Proficiency in Claude for optimizing daily tasks and enhancing productivity
- 4B.S. degree in a science or engineering discipline
- 5Strong verbal and written communication skills with attention to detail
- 6Experience in higher education, Student Financial Services, or FinTech sectors preferred
- 7Familiarity with HTTP/SFTP protocols, Jira, and SumoLogic for system monitoring
Salary Insight
$81 - $101k per year
Location
Required Skills
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