About this role
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. Role Summary 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.
What you'll be doing:
Escalated Technical Support
• 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
Configuration & Technical Operations
• 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 Customer-Facing Technical Guidance
• 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 Internal Collaboration & Knowledge
• 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