Technical Support Engineer, Healthcare

Company: Flywire
Location: Palo Alto
Posted on: February 16, 2021

Job Description:

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 was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country-and made it his mission to solve them.

Today, Flywire has applied our high tech payments platform combined with our owned global payments network to expand and digitize the payment experience for over 3,000 education, healthcare, travel & B2B clients world-wide, processing more than $16B and covering more than 240 countries and territories globally. And, we're just getting started!

With over 500 FlyMates distributed across 12 offices world-wide and representing more than 32 nationalities, we're looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description

Flywire is looking for a highly motivated, passionate and talented individual to take on the challenge of filling the role of technical support engineer for the Flywire Health Support and Operations team. 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.

The Opportunity

• Managing, working and completing tickets received from customers and other departments involving the various platforms
• Working closely with customers on support tasks and providing accurate answers and expectations for various deliverables
• Hands on work with various web-based products and command-line tools in order to research and provide answers for various research and support issues
• Utilizing knowledge of the healthcare billing process in order to not only provide accurate answers but also understand the exact needs of customers. Use the ability to logically think through the issue, propose solutions to customers and work with development on enhancements for the product.
• Serve as a highly effective mediator between customers and development when the situation arises.
• Research requests/issues thoroughly and understand how to most effectively work with development on questions that require escalation. Understand both the requests from customers and responses from development to successfully provide solutions and communicate them clearly to customers.
  
  Qualifications
  
  Here's What We're Looking For:
  
  • 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.
  • A person with technical expertise and the ability to translate highly complex issues to various levels of understanding based on the customer's technical level.
  • 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
  • An individual who understands the problem AND can identify the severity to help properly prioritize and manage their own tasks amongst a large list of tasks
  • Someone with a solid understanding of the overall architecture of a web application.
  • 3+ years of linux and bash command line experience
  • 3+ years of strong sql experience
  • Rails console experience is a major plus
    
    Technologies We Use
    
    • SQL with MySQL
    • Ruby (light usage)
    • Rails Console
    • Bash shell and standard linux command line
    • Looker
    • Tableau
    • Zendesk
      
      Additional Information
      
      What We Offer
      
      • Competitive compensation, including stock options
      • Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
      • Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
      • Dynamic & Global Team (we have been collaborating virtually for years!)
      • Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact
      • Competitive time off including FlyBetter Days to volunteer in a cause you believe in
      • WFH Stipend & Digital Disconnect Days
      • Great Talent & Development Programs (Managers Taking Flight - for new or aspiring managers!)
        Submit today and get started!
        
        We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (don't worry - this is the fun part!) 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 30 nationalities across 12 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.
        
        Flywire is an equal opportunity employer.

Keywords: Flywire, Palo Alto , Technical Support Engineer, Healthcare, IT / Software / Systems , Palo Alto, California