2 months ago
Toronto, CanadaMid Level
Responsibilities
- Serve as the primary technical contact for a portfolio of enterprise accounts and build trusted stakeholder relationships.
- Troubleshoot conversational AI behavior by analyzing prompts, context, model behavior, escalation flows, and knowledge sources.
- Review voice and chat conversation logs to identify failure patterns, quality gaps, and improvement opportunities.
- Configure, monitor, and troubleshoot Manager AI back-office automations and workflow failures.
- Support integrations between STAN, property management systems, and enterprise applications across APIs and data flows.
- Analyze conversation and automation outcomes, including resolution rates, escalation rates, and ticket quality, 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
- At least 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 and systematic troubleshooting 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 raw conversation or ticket data and produce defensible conclusions.
- Excellent client-facing communication skills, including communication with executives without unnecessary jargon.
- Strong ownership, follow-through, and risk identification skills.
- Preferred experience with conversational AI, voice AI, or contact-center technology.
- Preferred experience with workflow automation or systems integration.
- Exposure to property-management software such as Yardi, AppFolio, Vantaca, or CINC, or to 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 paid time off during occasional US holidays.
- Company events, an in-office restaurant, and building-wide perks.
- Unlimited ping pong and espresso.
