Application Support Engineer II

The Opportunity:We, at Flywire, are looking for a hands-on and customer-centric Application Support Engineer II. 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 systemDetect and solve production issues and bugs within the development environment beyond your current scopeEngage with the Engineering team to raise bugs, problems or information gapsMaintain documentation related to solving common issuesBecome an expert in Flywire products and triage issuesFind opportunities of improvement in our support process and internal staff trainingProvide day-to-day maintenance and support for applications supported by the customer and their partnersPerform Tier-1 knowledge transfers and train end users on the usage of applicationsResolve Tier-2 application issues in a timely manner and raise Tier-3 issues to designated Engineering squadsAssist in the evaluation, configuration and installation of new releases in accordance with established configuration management standardsRespond to application-related queries from end users in remote locationsAssist in database structural changes required during system upgradesDeploy tools and implement processes to assist in operational support