Senior Technical Support Engineer I

The Opportunity:Flywire is looking for a highly motivated, passionate and talented Sr. Technical Support Engineer I. This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting two different portal products and a newly designed combined platform which is currently being developed.Manage and complete tickets received from customers and other departments involving Flywire’s various platformsWork closely with customers on support tasks and provide accurate answers and expectations for various deliverablesUnderstand various components of ours products including how they function together and the workflow impact to customersWork hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issues Logically assess the issue, propose solutions to customers and work with development on enhancements for the productServe as a highly effective mediator between customers and development when the situation arisesResearch requests and issues thoroughly and understand how to most effectively work with development on questions that require escalationWork on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.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