Wisedocs

Director

• Own the support function end-to-end—team, process, tooling, and SLA performance
• Build an automation plan with the CS Director on what gets automated first and what the team's work looks like after
• Serve as the bridge between support and Engineering for triage, escalation, and issue resolution communication
• Lead the support tooling rebuild (HubSpot isn't the answer; bring your point of view and execute with CS alignment)
• Develop your team and create career paths as the function evolves
• Own implementation execution, process design, and delivery standards that consistently hit First Value in 30 days
• Partner with CS to evolve the implementation role from coordinators toward launch coaches as AI absorbs coordination work
• Design a seamless handoff to ongoing CS so customers experience continuity, not a transition
• Administer and optimize the post-sale stack (Vitally, ClickUp, support platform rebuild)
• Bring a clear point of view on the right infrastructure for where Wisedocs is heading
• Prioritize initiatives in alignment with the CS Director—major roadmap decisions are made jointly
• Partner with RevOps on tooling integrations so customer health, usage signals, and outcomes connect reliably
• Apply an AI-first lens to every operational problem—freeing teams from transactional work to focus on customers
• Build and maintain visibility into AI tools and experiments relevant to post-sale
• Work with CS to ensure AI investments serve customer outcomes, not just internal efficiency
• Grow into the post-sale function's primary AI operations leader as Wisedocs' AI tooling matures
• Build a working relationship with Product with agreed cadence and shared language
• Surface patterns from customer issues and bring them to Product in actionable form
• Represent the operational implications of product changes before they ship

Director of Technical Success

Support Engineer

• 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

Director of Technical Success

Technical Support Engineer