3 months ago
Toronto, CanadaMid Level
Responsibilities
- Serve as the primary technical contact for a portfolio of enterprise accounts and build trusted stakeholder relationships.
- Troubleshoot conversational AI behavior by analyzing conversation logs, refining prompts, and improving escalation flows and knowledge sources.
- Configure, monitor, and troubleshoot Manager AI back-office automations.
- Support integrations with property management systems and enterprise applications, including API, data-flow, and debugging work.
- Analyze conversation and automation outcomes such as resolution rates, escalation rates, and ticket quality.
- Explain technical root causes, tradeoffs, and timelines clearly to non-technical stakeholders.
- Translate customer feedback and recurring issues into structured product input for engineering.
Requirements
- Have 3+ years of experience in SaaS, ideally in professional services, technical account management, solutions engineering, or forward-deployed engineering.
- Demonstrate technical depth with AI/LLM-based products, including systematic troubleshooting of prompts, context, and model behavior.
- Have basic backend engineering skills with APIs, webhooks, logs, SQL, and light scripting in Python or a similar language.
- Be able to analyze raw conversation or ticket data and produce defensible conclusions.
- Demonstrate excellent client-facing communication and credibility with executive stakeholders.
- Show strong ownership, follow-through, risk awareness, and accountability for enterprise relationships.
- Preferred experience includes conversational AI, voice AI, contact center technology, workflow automation, systems integration, or property management software such as Yardi, AppFolio, Vantaca, or CINC.
- Prompt engineering experience in a production environment is a plus.
Benefits
- Competitive salary and comprehensive health, dental, and specialist benefits.
- Company MacBook, free parking, and shuttle service to the office.
- Extra PTO during occasional US holidays.
- Company events, an in-office restaurant, and building-wide perks.
- Unlimited ping pong and espresso.
