Technical Support Engineer

Wisedocs

Technical Support Engineer providing escalated technical support for AI platform in insurance claims. Collaborating with cross-functional teams to resolve complex issues and maintain platform configurations.

Posted 7/6/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$60,000 - CA$75,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Flexible hybrid environment to collaborate in-person at our Toronto HQ.
Modern employee benefits, including health and dental coverage
Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
An opportunity to develop very rapidly in your career.
Access to a learning and professional development fund to help you level up your career while you’re working with us.
Company events
Generous Paid Time Off
Paid Sick Days
Casual Dress code
Employee Referral Bonus
Tuition Assistance
Plus, many other Recognition Programs!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportConfiguration ManagementTroubleshootingJSON StructuresMulti-System Issue ResolutionDocumentationTicketing Systems

Soft Skills

Clear CommunicationProblem-SolvingMentoring