The Opportunity:
We, at Flywire, are looking for a hands-on and customer-centric Sr. Application Support Engineer I. This person will be dedicated to providing application expertise, solving support requests and assisting the Helpdesk and Engineering teams. This position will only handle internal requests.
- Engage with internal employees to accurately detail issues sent to the ticketing system
- Detect and solve production issues and bugs within the development environment beyond your current scope
- Engage with the Engineering team to raise bugs, problems or information gaps
- Maintain documentation related to solving common issues
- Become an expert in Flywire products and triage issues
- Find opportunities of improvement in our support process and internal staff training
- Provide day-to-day maintenance and support for applications supported by the customer and their partners
- Perform Tier-1 knowledge transfers and train end users on the usage of applications
- Resolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squads
- Mentor team members and drive initiatives
- Understand the basic day-to-day tasks traits of a production environment and participate in on-call support
- Assist in the evaluation, configuration and installation of new releases in accordance with established configuration management standards
- Respond to application-related queries from end users in remote locations
- Assist in database structural changes required during system upgrades
- Deploy tools and implement processes to assist in operational support
- Lean into our business domain and needs as well as our company vision, mission and strategy to deliver on our short and long term goals