Meet Matthew Toohey – Technical Enablement Specialist
At Emesent, we know that even the most advanced technology needs to be paired with clear, accessible information. That’s where Technical Enablement comes in.
We’re working on new initiatives to improve how customers access and understand our product information—through reworks of our existing user manuals, new and updated video content, and dedicated knowledge base articles. It’s a comprehensive mixed-model approach that complements the work we are doing across other areas of Client Experience.
Driving this work is Matthew Toohey, Emesent’s Technical Enablement Specialist. With a background in Customer Support at Emesent and a deep understanding of the customer journey, Matt is helping shape how we deliver technical content—so it’s easier to find, easier to follow, and easier to trust.
We asked Matt to share his thoughts on what Technical Enablement means at Emesent.
What does Technical Enablement mean to you, and why is it important for our customers?
It’s about helping customers help themselves. When we provide clear, reliable product information, we reduce friction and empower people to get the most out of what they’ve purchased. Good content removes confusion, shortens learning curves, and makes support a last resort rather than a first stop.
What opportunities are you most excited about in this space?
We’re looking at how we can unify our content across platforms so customers aren’t hunting through PDFs, knowledge base articles, and support tickets for answers. That includes standardising our terminology, improving searchability, and aligning how we communicate product updates. There’s a real opportunity to make that experience smoother.
How does your background in Customer Support influence your approach to Enablement?
Support gives you a front-row seat to where people struggle. You see where expectations don’t match reality, or where documentation falls short. I want to use that knowledge to address gaps before they become tickets—and to create content that’s written with the customer’s perspective in mind, not just the technical one.
What’s a common misconception about technical content?
That it’s just manuals or step-by-step instructions. Really, technical content is an extension of the product. If we get it right, it becomes part of how customers evaluate, adopt, and succeed with our solutions. It’s not just support—it’s enablement in the true sense of the word.
What would you say to a team thinking about investing more in Technical Enablement?
It’s an investment in scale and consistency. It helps every other customer-facing team—from Sales and Success to Support and Training—because they can rely on a single source of truth. And more importantly, it gives customers the confidence that they can solve problems and explore features on their own terms.
Clear content empowers confident users.
