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 roles 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.

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 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

Qualifications

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

Nice to Have

Experience with SQL, prompt engineering, or workflow automation tools

Background in insurance, claims, legal tech, or another regulated industry

Exposure to implementation or onboarding workflows in a B2B SaaS context

Experience working alongside or growing toward a TAM, CSE, or Solutions Engineer role

Advantages

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. We can offer you a super‑immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose

Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up in your career if you decide to come and work with us

Company events

Generous Paid Time Off

Paid Sick Days

Casual Dress code

Employee Referral Bonus

Tuition Assistance

Plus, many other Recognition Programs

Compensation
Our target base salary range for this role is $60,000 – $75,000 CAD . This range reflects the full growth journey within the role — from building and developing skills early on, to becoming highly proficient and ultimately achieving excellence. Where an offer lands within the range is based on your experience, skills, and impact, which we assess throughout the hiring process.

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.

EEO Statement
Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.

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📌 Technical Support Engineer (Ontario)
🏢 Jobtailor
📍 Ontario