Technical Support Engineer, Wisedocs

• You are not a ticket resolver — you are a technical investigator and configuration contributor who catches what the team misses
• 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, HubSpot, or similar) and a structured approach to documentation
• 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

Desirable

• 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.
• 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

• Our Recruitment process is transparent to ensure you are set up for success:
• Round 1 – People & Culture Chat: 20–30 min conversation about your background, goals, and the role
• Round 2 – Interview with the Hiring Manager: Diving into your work experience and learning more about you (30-45min)
• Round 3 – Take Home Case Study Presentation: Present your take home assignment to our implementation and support teams (1hr)