[Remote] Application Support Engineer II

Note: The job is a remote job and is open to candidates in USA. Flywire is a global payments enablement and software company focused on solving high-stakes payments in higher education. They are seeking a hands-on and customer-centric Application Support Engineer II to provide application expertise, solve support requests, and assist internal teams with application maintenance and support. Responsibilities 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 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 Skills 1-5 years of experience in software maintenance and support An understanding of web applications - ours are written in RoR, Java and React Knowledge in any of our key technologies: Ruby, Java, React, MySQL, MongoDB, Redis, RabbitMQ Strong categorization skills and the ability to find ways to improve our ticketing system Desire to improve the support process (including onboarding, training and escalation) and ensure that tickets are closed in a timely manner Grasp complex concepts and maintain a logical and analytical approach to solving problems Fluent in English, as it is the company's working language Outstanding verbal and written communication skills and the ability to collaborate with cross functional teams of diverse skills and cultures such as engineering and product Experience in FinTech or the payment industry will be appreciated Hospitality or PMS experience is a plus Experience with Oracle Opera is a plus Benefits Competitive compensation, including Restricted Stock Units Employee Stock Purchase Plan (ESPP) Flying Start - Our immersive Global Induction Program Wellbeing Programs (Mental Health, Wellness) with Global FlyMates Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days! Great Talent & Development Programs Company Overview Flywire is a payments enablement and software company that simplifies complex payments for its clients and their customers. It was founded in 2011, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Flywire has a track record of offering H1B sponsorships, with 13 in 2025, 6 in 2024, 7 in 2023, 18 in 2022, 7 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.