Technical Support Engineer

Wisedocs is a fast-growing, venture-backed AI platform that transforms how insurance companies analyze claims. With ~$20M USD raised, 100+ team members globally, and 90+ customers across North America and Australia, we’re doubling revenue year over year.

Founded by experts who’ve experienced the claims process firsthand, Wisedocs combines deep domain knowledge with next-gen AI trained on 100M+ documents. Our platform turns complex medical records into clear, structured insights—backed by expert human oversight.

Join a mission-driven team building intelligent products that cut through complexity, accelerate decision-making, and make a real impact when it matters most.

Wisedocs is expanding how insurers, IME firms, and defense legal practices understand and act on medical information — and as the platform grows in complexity and serves more sophisticated accounts, the demand for technical depth in our post‑sale team is growing too.

The Technical Support Engineer role sits between a Support Specialist and Technical Account Manager on the post‑sale track. You own escalated support for a set of assigned accounts, investigating complex technical issues that Tier 1 cannot resolve. You are not a ticket resolver — you are a technical investigator and configuration contributor who catches what the team misses.

• Own Tier 2 support: triage, investigate, and resolve issues that require platform knowledge beyond standard troubleshooting
• Manage escalated tickets end-to-end — diagnosis, communication, resolution, and documentation — with clear SLA ownership
• Partner with Support Specialists to pull escalations out of the queue early and prevent customer‑facing delays
• Serve as the technical bridge between support and the engineering team when issues require deeper investigation or a product fix
• Act as an escalation resource and technical mentor for Support Specialists, helping develop troubleshooting skills and technical proficiency across the team

• Manage and maintain customer‑specific platform configurations — instance settings, workflow rules, and output logic
• Support the Technical Configuration Specialist on complex builds, particularly during implementation and migration periods
• Execute configuration changes independently for established customers and validate behavior in staging environments before release
• Contribute to configuration documentation and internal knowledge base to improve scalability across the team

• Run technical calls independently: configuration walkthroughs, troubleshooting sessions, and feature training
• Translate complex platform behavior into clear, non‑technical language for customer teams
• Proactively surface configuration improvement opportunities to CSMs for named accounts
• Support implementation handoffs by providing technical continuity from onboarding into steady‑state support

• Document customer interactions, root‑cause findings, and resolution patterns for the team knowledge base
• Provide structured feedback to Product on recurring issues and configuration limitations
• Identify recurring customer friction points and partner with Product and Engineering to advocate for scalable solutions
• Work closely with the Director of Technical Success and CSMs to flag account health signals tied to technical blockers

• 3+ years in a technical support, platform support, or support engineering role in a SaaS environment
• Demonstrated ability to own and resolve complex, multi‑system technical issues independently
• Comfort working with configuration logic, JSON structures, or similar platform‑level tooling
• Strong written and verbal communication— you can explain technical issues clearly to both technical and non‑technical audiences
• Experience managing escalations, prioritizing competing requests, and communicating status to customers under pressure
• Familiarity with ticketing systems (Jira, Hub Spot, or similar) and a structured approach to documentation

• Experience with SQL, prompt engineering, or workflow automation tools
• Background in…