3 months ago
Toronto, CanadaMid Level
Responsibilities
- Own the technical health and follow-through for a small portfolio of enterprise customer deployments.
- Join customer calls, build trusted stakeholder relationships, and serve as the primary technical contact.
- Troubleshoot conversational AI behavior by analyzing logs and refining 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 customer integrations involving property management systems, APIs, data flows, and enterprise applications.
- Analyze conversation and automation outcomes, including resolution rates, escalation rates, and ticket quality.
- Explain technical root causes, tradeoffs, and timelines clearly to non-technical stakeholders.
- Translate recurring customer feedback and issues into structured product input for engineering.
Requirements
- 3+ years of experience in SaaS is preferred, ideally in professional services, technical account management, solutions engineering, or forward-deployed engineering.
- Demonstrated 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.
- 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 accountability for enterprise relationships.
- Experience with conversational AI, voice AI, contact center technology, workflow automation, or systems integration is a plus.
- Exposure to property management software such as Yardi, AppFolio, Vantaca, or CINC is a plus.
- Production prompt-engineering experience 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.
