Sr. Technical Support Engineer I

The Sr. Technical Support Engineer I will manage and complete tickets received from customers and other departments involving Flywire’s various platforms. You will work closely with customers on support tasks and provide accurate answers and expectations for various deliverables. Understanding the various components of our products, including how they function together and the workflow impact to customers, is crucial. This role involves hands-on work with various web-based products and command-line tools in order to research and provide answers for various research and support issues. You'll logically assess issues, propose solutions to customers, and work with development on enhancements for the product, serving as a mediator between customers and development. Researching requests and issues thoroughly and understanding how to most effectively work with development on questions that require escalation is key. Furthermore, you will work on complex issues where analysis requires an in-depth evaluation of variable factors, and lean into our business domain and needs as well as our company vision, mission, and strategy to deliver on short and long term goals.