Role Description A Level 2 Product Support Engineer - Level 2 is crucial in providing advanced technical assistance to customers or internal teams beyond what Level 1 support can handle. They are responsible for troubleshooting complex technical issues, resolving problems, and ensuring high customer satisfaction. Rotational role — no night shifts, but the candidate should be open to early morning or evening shifts and weekends, while maintaining a 5-day work week. - Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. - Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. - Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. - Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. - Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. - Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. - Product Knowledge Sharing: Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers. - Quality Assurance: Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process. - Feedback Loop: Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field - 4+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products. - Proficiency in using and troubleshooting SaaS applications. - Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases. - Knowledge of data handling, migration, and security within SaaS environments. - Experience with remote support tools and troubleshooting methods. - Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users. - Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk). - Strong analytical and problem-solving skills with the ability to think critically and logically. - Ability to work collaboratively with cross-functional teams and guide junior support agents. - Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage.

Role Description WEX Health & Benefits is investing heavily in the future of Consumer Directed Healthcare products and AI-enabled innovation. We are seeking a strategic and operationally strong Director, Account & Services Products to help lead the next phase of growth across our CDH ecosystem. This newly created leadership role will oversee key product areas including HSA, HSA Investments, FSA, HRA, claims, and service technology support initiatives while helping drive roadmap execution, organizational accountability, and cross-functional alignment across the business. This role is ideal for a leader who combines deep HealthTech or FinTech product expertise with strong organizational leadership capabilities. You will lead teams responsible for highly visible strategic initiatives, partner closely with Product, Engineering, Design, and Operations leadership, and help shape the future of AI-enabled experiences within the Health & Benefits platform. How you'll make an impact - Lead the vision, strategy, and execution of the Consumer Directed Health product roadmap across HSA, HSA Investments, FSA, HRA, claims technology, and related service technology support initiatives. - Drive operational excellence and accountability across multiple product domains and leadership teams. - Partner cross-functionally with Engineering, Design, Operations, and Commercial stakeholders to align product investments with company priorities. - Lead and mentor a high-performing organization of Product Managers and Product leaders through coaching, collaboration, and strategic oversight. - Drive AI-enabled product innovation and operational improvements across customer and internal experiences. - Oversee prioritization and execution of internal operational product initiatives and service technology support efforts. - Ensure scalable product delivery processes and disciplined roadmap execution through strong product operating model practices. - Shape future-state product strategy and market differentiation within the CDH ecosystem. Qualifications - 8+ years of Product Management or Product Operations experience, including 4+ years in product leadership roles within HealthTech, FinTech, or related industries. - Deep expertise within Consumer Directed Health ecosystems including HSA, FSA, HRA, claims, and investment-related products. - Experience leading large-scale product organizations and managing managers. - Strong cross-functional leadership and communication skills. - Experience driving roadmap execution across complex operational environments. - Experience with AI-enabled technologies, AI-supported workflows, or AI-driven product capabilities. - Strong understanding of product operating models, roadmap governance, and strategic prioritization frameworks. - Experience with Jira, Confluence, and workflow management platforms. - Bachelor’s degree in Business, Computer Science, or related field, or equivalent professional experience. Requirements - Experience with HSA investment platforms or WealthTech products. - Experience within highly regulated healthcare or financial technology environments. - Product Operating Model or Pragmatic framework experience. - Experience driving AI-enabled claims automation or operational transformation initiatives. - Proven success leading large organizations through growth and organizational change. - Strong executive presence and enterprise-level stakeholder management experience. Benefits - Health, dental and vision insurances. - Retirement savings plan. - Paid time off. - Health savings account. - Flexible spending accounts. - Life insurance. - Disability insurance. - Tuition reimbursement. - Comprehensive and market competitive benefits designed to support personal and professional well-being. Pay Range $182,100.00 - $230,700.00

Role Description We are seeking a Mobile Product Owner to lead the execution and delivery of AI-driven features, use cases, and platform capabilities across a suite of SaaS products. This role requires strong collaboration with engineering, data science, and cross-functional product teams to ensure successful integration of AI and automation into mobile experiences and operational workflows. - Drive the end-to-end execution and delivery of AI-powered features, use cases, and platform enhancements across mobile SaaS products - Translate business objectives and product needs into clear technical requirements, user stories, and sprint deliverables for engineering and data science teams - Partner with cross-functional squads to embed AI and automation within existing workflows such as recruiting, onboarding, performance management, learning, analytics, and public safety - Own and prioritize the product backlog for AI feature development, balancing quick wins with long-term scalability and platform evolution - Define and maintain execution roadmaps, timelines, and milestones for model training, integration, and release across multiple product teams - Monitor delivery KPIs including velocity, cycle time, release quality, and adoption metrics, and drive ongoing improvements in execution efficiency - Support post-deployment validation efforts to ensure model accuracy, system reliability, and optimal user experience Company Description

• Serve as a strategic partner to Medicaid Market teams, supporting growth through tailored benefit insights and services. • Enhance member and market experiences by delivering impactful, consumer-centric products. • Lead the product lifecycle for assigned markets—from strategic planning through go-to-market execution. • Deliver ongoing client support by designing and implementing scalable, operationally sound solutions. • Educate and empower associates to ensure effective benefit delivery. • Translate contracts and regulation requirements into actionable product and operational strategies. • Organizing market research including analyzing industry trends and assessing strengths and weaknesses of competitors. • Ensure effective and compliant implementation of benefits across internal and external stakeholders. • Analyze benefit performance and generate data-driven insights to inform product strategy. • Collaborate cross-functionally with clinical, financial, actuarial, and operational teams to design, administer and deliver benefits and services. • Lead benefit filing processes with regulatory agencies, ensuring timely and compliant submissions. • Provide subject matter expertise to resolve complex benefit-related issues and inquiries. • Support the creation of accurate internal and external communications related to benefits. • Mentor junior team members and foster a collaborative, high-performance culture.