About The Role

Join Wisedocs as a Technical Support Engineer, where you'll be responsible for managing escalated support for assigned accounts, investigating complex technical issues, and serving as the technical bridge between support and the engineering team. You'll also manage customer-specific platform configurations, support implementation handoffs, and provide structured feedback to Product on recurring issues. Enjoy a comprehensive benefits package, flexible work options, and opportunities for learning and development.

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.
Serve as the technical bridge between support and the engineering team when issues require deeper investigation or a product fix.
You are not a ticket resolver — you are a technical investigator and configuration contributor who catches what the team misses
Experience managing escalations, prioritizing competing requests, and communicating status to customers under pressure
Demonstrated ability to own and resolve complex, multi-system technical issues independently
Strong written and verbal communication — you can explain technical issues clearly to both technical and non-technical audiences
3+ years in a technical support, platform support, or support engineering role in a SaaS environment
Comfort working with configuration logic, JSON structures, or similar platform-level tooling
Familiarity with ticketing systems (Jira, HubSpot, or similar) and a structured approach to documentation
Experience working alongside or growing toward a TAM, CSE, or Solutions Engineer role
We’re committed to fair and transparent pay and ongoing career development. If your expectations fall outside this range but you’re excited about the role, we still encourage you to apply
Background in insurance, claims, legal tech, or another regulated industry
Experience with SQL, prompt engineering, or workflow automation tools
Exposure to implementation or onboarding workflows in a B2B SaaS context

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