Technical Support Engineer 2

About the Team/Role
The Technical Account Manager II - Corporate Payments WEX Direct/Embedded/FI Partner is an intermediate-level position that is customer facing that assists key customers and partners in diagnosing, troubleshooting, repairing, and debugging WEX's products and systems.

This role provides technical support to those individuals who use, diagnose, troubleshoot, repair, and debug the company's systems, particularly for strategic clients. The Technical Account Manager responds to situations where the customer/partner and/or WEX's contact center has failed to isolate or fix problems with the system/software.

They report design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

How you'll make an impact

Technical Troubleshooting and Support:

• Liaison between WEX and its customers/partners

• Retain and partner with Relationship Manager to grow all strategic accounts in their portfolio by providing consultative advice about account configurations and API integrations

• Assist customers/partners in diagnosing and troubleshooting company systems and products.

• Respond to escalated situations where customer/partner has been unable to resolve system/software issues for strategic customers.

• Provide detailed technical updates on technical issues and resolutions to internal and external stakeholders.

• Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.

• Implement best practices to proactively reduce potential fraud or other product and service-related technical issues.

• Resolve complex Billing and Maintenance file issues.

• Create innovative solutions to manual or special-handling process requests with technical implications.

• Provide technical support for new products and services to all strategic customers, including potential customer installation and training.

• Provide customers 24/7 escalation call support and an on-call team rotation for public holidays and off cycle releases

• Relationship and Communication:

• Serve as a key technical point of contact for strategic customers, coordinating communication with WEX departments and, at times, extending to high levels within the organization.

• Communicate clearly and effectively with internal and external stakeholders regarding technical issues and resolutions.

• Provide technical consultative customer service, particularly for highly technical or sophisticated products.

• Formally document all customer communications in company systems to ensure consistency and continuity of service.

Technical Skills and Analysis:

• Intermediate computer skills required; including GSuite, Word, Excel (knowledge of formulas and pivot tables), PowerPoint, Outlook, Windows, Adobe, Salesforce and Jira.

• Experience with EnCompass and TAG preferred

• Experience with secure electronic file transfer (SFTP) Billing and Maintenance,and Application Programming Interface (SOAP/REST).preferred

• SQL experience preferred.

• Identify reporting needs, create solution-based technical reporting, and analyze data to provide customers with insights for managing their program.

Experience You Will Bring:

• Bachelor's Degree or equivalent 3-5 plus years work experience in a related field.

• Strong communication, follow-through, and networking skills.

• Strong organizational, time and project management skills.

• Ability to prioritize and multi-task in a technical support environment.

• Previous technical service delivery or support experience.

• Excellent written and verbal communication skills.

• Analytical and problem-solving skills, with a focus on technical issues.

• Experience working cross-functionally with engineering and product teams.

• Solution-oriented with a strong technical aptitude.

• Ability to translate complex technical terms into clear business business oriented language

Additional Notes:

• Travel up to 15%.