2 months ago
Toronto, CanadaMid Level
Responsibilities
- Serve as the primary technical contact for a portfolio of enterprise accounts and own customer follow-through.
- Troubleshoot conversational AI behavior by analyzing logs and refining system prompts, escalation flows, and knowledge sources.
- Review voice and chat conversations to identify failure patterns, quality gaps, and improvement opportunities.
- Configure, monitor, and troubleshoot Manager AI back-office automations.
- Support integrations with property management systems and enterprise applications, including API and data-flow debugging.
- Analyze conversation and automation outcomes such as resolution rates, escalation rates, and ticket quality.
- Explain technical root causes, tradeoffs, and timelines clearly to customer stakeholders.
- Translate recurring customer feedback and issues into structured product input for engineering.
Requirements
- 3+ years of experience in SaaS, preferably in professional services, technical account management, solutions engineering, or forward-deployed engineering.
- Technical depth with AI/LLM-based products and systematic troubleshooting of prompts, context, and model behavior.
- Basic backend engineering skills, including APIs, webhooks, log reading, SQL, and light scripting with Python or a similar language.
- Strong analytical ability to interpret conversation or ticket data and produce defensible conclusions.
- Excellent client-facing communication skills with executives and non-technical stakeholders.
- Strong ownership, follow-through, risk identification, and enterprise-account accountability.
- Preferred experience with conversational AI, voice AI, or contact-center technology.
- Preferred experience with workflow automation, systems integration, property management software such as Yardi, AppFolio, Vantaca, or CINC, or the HOA/community management industry.
- Prompt engineering experience in a production environment is a plus.
Benefits
- Competitive salary.
- 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.
