3 months ago
Toronto, CanadaMid Level
Responsibilities
- Serve as the primary technical contact for a portfolio of enterprise accounts and participate in regular customer calls.
- Troubleshoot conversational AI behavior by analyzing logs, refining system prompts, 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.
- Support integrations with property management systems and enterprise applications, including APIs, data flows, and cross-stack debugging.
- Analyze conversation and automation outcomes such as resolution rates, escalation rates, and ticket quality.
- Prepare clear, decision-ready reporting for customers and internal teams.
- Explain technical situations, 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 how prompts, context, and model behavior interact.
- 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 findings.
- Excellent client-facing communication skills with executives and non-technical stakeholders.
- Demonstrated ownership, follow-through, risk identification, and accountability for enterprise relationships.
- Preferred experience with conversational AI, voice AI, or contact center technology.
- Preferred workflow automation or systems integration experience.
- Exposure to property management software such as Yardi, AppFolio, Vantaca, or CINC is a plus.
- Prompt engineering experience in a production environment is a plus.
Benefits
- Competitive salary; amount not specified.
- 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.
