Manager, Application Support Engineer

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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world.

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.

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

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,

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!)
30+ days ago