Sr. Application Support Engineer I
External
Flywire1 · Tokyo, JapanPrepare for this interview
EliteAI-generated questions, company research, and talking points tailored to this role
About the role
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 Here's What We're Looking For: 4+ 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 Experience in FinTech or the payment industry will be appreciated 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
Benefits
Your Match
How well this role fits your profile.
Company Intel
What employees say
Worked at Flywire1? Share your experience