Technical Support Engineer I, Healthcare

Company Description

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 transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. 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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,100 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started!

With over 1,000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

The Opportunity:

Flywire is looking for a highly motivated, passionate and talented 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.

• Logically assess the issue, propose solutions to customers and work with development on enhancements for the product
• Work closely with customers on support tasks and provide accurate answers and expectations for various deliverables
• Work hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issues
• Manage and complete tickets received from customers and other departments involving Flywire’s various platforms
• Research requests and issues thoroughly and understand how to most effectively work with development on questions that require escalation
• Serve as a highly effective mediator between customers and development when the situation arises

Qualifications

Here’s What We’re Looking For:

• Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams including product and engineering
• Highly motivated and talented troubleshooter. Someone that goes above and beyond utilizing all resources available to identify the problem and provide accurate explanations and proposed solutions
• Rails console experience is a major plus
• Fluent in English, as it is the company’s working language
• Experience working with linux and bash command line
• Up to 3 years of experience in technical support engineering
• Experience in FinTech or the payment industry will be appreciated
• Ability to solve customer problems, identify root causes and provide short and longer term solutions for customers
• Experience in healthcare billing is a major plus - someone who can understand the billing process for the overall patient experience with their healthcare billing journey.
• Able to translate highly complex issues to various levels of understanding based on the customer’s technical level

Technologies We Use

• Looker
• SQL
• Zendesk
• Bash shell and standard linux command line
• Rails Console
• Ruby (light usage)
• Tableau

Additional Information

What We Offer:

• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
• Employee Stock Purchase Plan (ESPP)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive compensation, including Restricted Stock Units
• Dynamic & Global Team (we have been collaborating virtually for years!)

Submit today and get started!

We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your “go-to” person for any questions.

Flywire is an equal opportunity employer. With over 40 nationalities across 14 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.