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About the Role
Wisedocs is seeking a Technical Support Engineer to join their post-sale team. This role focuses on investigating and resolving escalated technical issues for assigned accounts, acting as a technical bridge between support and engineering, and contributing to platform configurations. The position is ideal for someone who enjoys technical investigation and configuration rather than just ticket resolution.
Responsibilities
- Own Tier 2 support, including triage, investigation, and resolution of complex platform issues.
- Manage escalated tickets end-to-end, ensuring clear SLA ownership.
- Partner with Support Specialists to resolve escalations efficiently.
- Serve as the technical liaison between support and the engineering team for deeper investigations or product fixes.
- Act as an escalation resource and technical mentor for Support Specialists.
- Manage and maintain customer-specific platform configurations, including instance settings, workflow rules, and output logic.
- Support complex builds during implementation and migration periods.
- Execute configuration changes independently and validate behavior in staging environments.
- Contribute to configuration documentation and the internal knowledge base.
- Conduct technical calls, including configuration walkthroughs, troubleshooting sessions, and feature training.
- Translate complex platform behavior into clear, non-technical language for customers.
- Proactively identify and surface configuration improvement opportunities to CSMs.
- Provide technical continuity during implementation handoffs.
- Document customer interactions, root-cause findings, and resolution patterns.
- Provide structured feedback to Product on recurring issues and configuration limitations.
- Identify customer friction points and advocate for scalable solutions with Product and Engineering.
- Collaborate with the Director of Technical Success and CSMs to flag account health signals related to technical blockers.
Requirements
- 3+ years in a technical support, platform support, or support engineering role in a SaaS environment.
- Demonstrated ability to independently own and resolve complex, multi-system technical issues.
- Comfort working with configuration logic, JSON structures, or similar platform-level tooling.
- Strong written and verbal communication skills, capable of explaining technical issues to diverse audiences.
- Experience managing escalations, prioritizing requests, and communicating status under pressure.
- Familiarity with ticketing systems (Jira, HubSpot, or similar).
- A structured approach to documentation.
Skills
- Technical Support
- Platform Support
- Support Engineering
- SaaS
- Technical Investigation
- Configuration Logic
- JSON
- Communication
- Escalation Management
- Prioritization
- Ticketing Systems
- Documentation
- SQL
- Prompt Engineering
- Workflow Automation
Location
- Toronto HQ
Work Type
- Hybrid
Experience Level
- 3+ years
Salary/Compensations
- 60,000 – 75,000 CAD
Benefits
- Flexible hybrid environment
- Modern employee benefits, including health and dental coverage
- Competitive compensation
- Valuable stock options
- Opportunity for rapid career development and learning
- Access to a learning and professional development fund
- Company events
- Generous Paid Time Off
- Paid Sick Days
- Casual Dress code
- Employee Referral Bonus
- Tuition Assistance
- Recognition Programs
About the Company
- Wisedocs is a fast-growing, venture-backed AI platform transforming how insurance companies analyze claims.
- With ~$20M USD raised, 100+ team members globally, and 90+ customers across North America and Australia, the company is experiencing significant growth.
- Founded by experts with firsthand claims process experience, Wisedocs combines domain knowledge with AI trained on over 100M documents.
- The platform converts complex medical records into structured insights with human oversight.
- Wisedocs is expanding its reach to insurers, IME firms, and defense legal practices.
Equal Opportunity
- Wisedocs AI is an equal opportunity employer and is committed to providing employment accommodation in accordance with AODA.
- If accommodation is required, Wisedocs will work with the applicant to meet their needs.