3 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 prompts, context, conversation logs, escalation flows, and knowledge sources.
- Configure, monitor, and troubleshoot Manager AI back-office automations.
- Support customer integrations with property management systems and enterprise applications, including APIs, data flows, and debugging.
- Analyze conversation and automation outcomes and produce clear reporting for customers and internal teams.
- Explain technical root causes, tradeoffs, and timelines to non-technical stakeholders.
- Translate recurring customer feedback and issues into structured product input for engineering.
Requirements
- Have 3+ years of SaaS experience, preferably in professional services, technical account management, solutions engineering, or forward-deployed engineering.
- Have technical depth with AI/LLM-based products and understand how prompts, context, and model behavior interact.
- Have basic backend engineering skills, including APIs, webhooks, logs, SQL, and light scripting with Python or a similar language.
- Demonstrate strong analytical ability with conversation, ticket, and automation data.
- Communicate effectively with clients and executive stakeholders using clear, precise, non-jargon language.
- Demonstrate ownership, risk awareness, and the ability to close loops on enterprise relationships.
- Preferred qualifications include conversational AI, voice AI, contact-center technology, workflow automation, systems integration, prompt engineering in production, or experience with Yardi, AppFolio, Vantaca, CINC, or the HOA/community-management industry.
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.
- In-office work is indicated by the office parking, shuttle, restaurant, and building-perk details.
