4 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 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 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 issues, root causes, tradeoffs, and timelines to non-technical stakeholders.
- Translate recurring customer feedback and 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 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 and produce defensible conclusions.
- Excellent client-facing communication skills with executives and non-technical stakeholders.
- Strong ownership, follow-through, risk identification, and enterprise relationship management skills.
- Preferred experience with conversational AI, voice AI, contact center technology, workflow automation, systems integration, or production prompt engineering.
- Exposure to Yardi, AppFolio, Vantaca, CINC, or the HOA/community management industry is a plus.
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, and building-wide perks.
- Unlimited ping pong and espresso.
