{"id":1072561,"url":"https://alion.io/job/flywire-technical-support-engineer-ii-8","title":"Technical Support Engineer II","company":{"id":4036,"name":"Flywire","domain":"flywire.com","url":"https://alion.io/company/flywire","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":81000,"max":101000,"currency":"USD","period":"year","gross":null,"usd_annual":101000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Gemini","optional":false},{"name":"MySQL","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Claude Code","optional":true},{"name":"Confluence","optional":true},{"name":"Java","optional":true},{"name":"Jira","optional":true},{"name":"Looker","optional":true},{"name":"Sumo Logic","optional":true}],"status":"live","first_seen_at":"2026-09-18T14:11:30Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-07T01:33:10Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Are you ready to trade your job for a journey? Become a FlyMate!\nPassion, 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.\nWhat more do we need to truly be unstoppable? Perhaps, that is you!\nWho we are:\nFlywire is a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.\nToday we support more than 5,300 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.\nWith over 1,400+ global FlyMates, representing more than 40 nationalities, and in 15 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.\n The Opportunity\nWe are seeking a highly motivated and talented Technical Support Engineer II to work directly with customers and cross-functional teams on daily support and operational tasks. In this role, you will support Flywire’s Student Financial Services (SFS), eStore, and TPI products for our clients across the U.S. and Canada.\nA unique and critical aspect of this role is proactively leveraging AI tools (such as Claude and Gemini) as a smart personal assistant to automate day-to-day TSE workflows, maintain internal repositories, assist with issue investigations, and streamline client communications.\nKey Responsibilities:\nTechnical Support & Troubleshooting\nTicket Management: Manage and resolve customer and departmental tickets efficiently, ensuring the highest quality standards while strictly adhering to SLA requirements.\nDeep Research: Work hands-on with web-based products and command-line tools to thoroughly research and isolate complex support issues.\nIssue Resolution: Logically assess technical problems, propose accurate solutions to customers, and collaborate with development teams on long-term product enhancements.\nCommunication & Collaboration\nClient Communication: Communicate clearly, concisely, and confidently with customers via email or phone, translating highly complex technical issues into easy-to-understand explanations based on the client’s technical level.\nCross-Functional Liaison: Serve as a highly effective mediator and escalation bridge between customers and the product/engineering teams.\nBusiness Alignment: Align technical support goals with Flywire’s broader business domain, vision, mission, and strategy to deliver on both short- and long-term goals.\nAI & Knowledge Management\nAI Repository Maintenance: Manage and maintain the TSE team's AI Skills repository, TSE Project Repos, and internal knowledge base.\nAI Automation: Utilize AI tools to automate routine maintenance tasks, investigate client issues, create bug/product enhancement requests for dev teams, and draft effective, professional client communications.\n Here’s What We’re Looking For:\n3-5 years of experience in technical support engineering.\n3+ years of hands-on experience with MySQL, Regular Expressions (Regex), and SaaS-based web applications.\nProficiency in leveraging AI tools - specifically Claude - to optimize day-to-day tasks and boost operational efficiency.\nB.S. degree in a science or engineering field.\nOutstanding verbal and written communication skills.\nDetail-oriented, highly organized multitasker with a strong eagerness to learn new technologies and a drive to go above and beyond to find root causes.\nPreferred Qualifications:\nA master's degree in a respective science or engineering field is a plus.\nExperience in higher education, Student Financial Services (SFS), FinTech, or the payments industry.\nFamiliarity with industry-standard logging, analytics, and ticketing tooling.\nTechnologies & Tools We Use:\nCore Technologies: MySQL, Java, SaaS Web Applications, HTTP/SFTP Protocols\nAI Assistants: Claude Code, Google Gemini, Notebook LM\nOperations & Tooling: Zendesk, Jira, Confluence, SumoLogic, Looker\n Submit today and get started!\nWe are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for questions.\nFlywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.\nThe US base salary range for this full-time position is $81,000 - $101,000 and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job-related skills, experience, relevant education and training.","description_format":"text","description_chars":5615,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Currency Exchange & FX Payments"],"lifecycle":[{"event":"open","at":"2026-09-20T03:24:32Z"}],"visa":[],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.694,"p_room":0.55,"age_days":17,"expected_fill_days":15,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-06T05:45:30Z"},"pay":{"stated_usd_annual":101000,"is_top_pay":true},"html_url":"https://alion.io/job/flywire-technical-support-engineer-ii-8","json_url":"https://alion.io/job/flywire-technical-support-engineer-ii-8.json","meta":{"generated_at":"2026-10-07T03:10:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4746,"day_limit":5000,"remaining_today":254,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4036},"rest":"https://alion.io/mcp/rest/get_company?id=4036"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fflywire-technical-support-engineer-ii-8"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fflywire-technical-support-engineer-ii-8"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fflywire-technical-support-engineer-ii-8"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/flywire-technical-support-engineer-ii-8\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fflywire-technical-support-engineer-ii-8"}]}