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 refining prompts, escalation flows, and knowledge sources.
- Review voice and chat conversation logs to identify failure patterns and quality improvements.
- Configure, monitor, and troubleshoot Manager AI back-office automations.
- Support customer integrations involving property management systems, APIs, data flows, and enterprise applications.
- Analyze conversation and automation outcomes and produce decision-ready reporting.
- Explain technical issues, root causes, tradeoffs, and timelines to non-technical stakeholders.
- Translate customer feedback and recurring issues into structured product input for engineering.
Requirements
- At least 3 years of experience in SaaS or a related area such as professional services, technical account management, solutions engineering, or forward-deployed engineering.
- Technical depth with AI/LLM-based products, including understanding of prompts, context, and model behavior.
- Basic backend engineering skills with APIs, webhooks, logs, SQL, and light scripting in Python or a similar language.
- Ability to analyze raw conversation or ticket data and produce defensible conclusions.
- Strong client-facing communication skills, including communication with executive stakeholders.
- Demonstrated ownership, risk awareness, and ability to close loops on enterprise relationships.
- Preferred experience with conversational AI, voice AI, contact center technology, workflow automation, or systems integration.
- Exposure to Yardi, AppFolio, Vantaca, CINC, property management software, or the HOA/community management industry is preferred.
- Production prompt-engineering experience is preferred.
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.
