• Dedicated to providing application expertise, solving support requests and assisting the Helpdesk and Engineering teams • 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