4 months ago
Toronto, CanadaMid Level
Responsibilities
- Serve as the primary technical contact for enterprise accounts and build trusted stakeholder relationships.
- Troubleshoot conversational AI behavior by analyzing logs, refining prompts, and improving 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 APIs, data flows, and debugging for integrations with property management systems and enterprise applications.
- Analyze conversation and automation outcomes and produce decision-ready reporting.
- Explain technical root causes, tradeoffs, and timelines to non-technical stakeholders.
- Translate customer feedback and recurring 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, including understanding prompt, context, and model behavior interactions.
- Basic backend engineering skills with APIs, webhooks, logs, SQL, and light scripting in Python or a similar language.
- Strong analytical ability to interpret conversation or ticket data.
- Excellent client-facing communication skills, including communication with executives.
- Ownership mentality with the ability to close loops, flag risks, and manage enterprise relationships.
- Preferred experience with conversational AI, voice AI, contact center technology, workflow automation, systems integration, or property management software such as Yardi, AppFolio, Vantaca, or CINC.
- Production prompt-engineering experience and exposure to the HOA or community-management industry are preferred.
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, building-wide perks, unlimited ping pong, and espresso.
- The role is office-based with parking and shuttle logistics stated.
