• 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