Original job description
<p>This is a forward deployed engineer role, you own the technical health of your deployments end to end: when the AI gets something wrong, you find out why - digging through conversation logs, refining prompts, analyzing data, and working with engineering on fixes - then you get on a call and explain it to the customer in plain language.</p>
<p>You sit at the intersection of product, engineering, and customer success: technical enough to troubleshoot the AI yourself, communicative enough to be your customers' most trusted point of contact.</p>
<p>About Us:**</p>
<p>STAN is the largest provider of AI solutions for HOA and Condo Property Managers. We are using cutting-edge and patented artificial intelligence technology to build solutions that enhance life for residents of more than 2.5 million+ homes across North America. And, we are on a mission to build the world’s first AI property manager. Want to come along for the ride?</p>
<p>STAN is also an award-winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more!</p>
<p>To learn more, feel free to visit us at <a target="_blank" rel="noopener nofollow" href="http://www.stan(.)ai">www.stan(.)ai</a> 🤖</p>
<h2 id="tasks">Tasks</h2>
<ul>
<li>Serve as the primary technical contact for a small portfolio of enterprise accounts - joining regular customer calls, owning follow-through, and building trusted relationships with stakeholders</li>
<li>Troubleshoot conversational AI behavior through prompt engineering: diagnose why the assistant responded a certain way, then iterate on system prompts, escalation flows, and knowledge sources to fix it</li>
<li>Review voice and chat conversation logs to identify failure patterns, quality gaps, and improvement opportunities</li>
<li>Configure, monitor, and troubleshoot Manager AI back-office automations - diagnosing where workflows break down and getting them back on track</li>
<li>Support integrations between STAN and each customer's property management system (PMS) and enterprise applications - APIs, data flows, and debugging across the stack</li>
<li>Run data analysis on conversation and automation outcomes - resolution rates, escalation rates, ticket quality - and turn findings into clear, decision-ready reporting for customers and internal teams</li>
<li>Explain complex technical situations to non-technical stakeholders: root causes, tradeoffs, and timelines, delivered clearly and credibly</li>
<li>Translate customer feedback and recurring issues into structured product input for engineering</li>
</ul>
<h2 id="requirements">Requirements</h2>
<ul>
<li>3+ years in SaaS (preferred), ideally in professional services, technical account management, solutions engineering, or a forward-deployed engineering role</li>
<li>Real technical depth with AI/LLM-based products: you understand how prompts, context, and model behavior interact, and you troubleshoot systematically rather than by guesswork</li>
<li>Basic backend engineering skills - comfortable with APIs, webhooks, reading logs, querying data (SQL), and light scripting (Python or similar)</li>
<li>Strong analytical instincts: you can take raw conversation or ticket data and produce a defensible read on what's actually happening</li>
<li>Excellent client-facing communication - calm under pressure, credible with executives, precise without jargon</li>
<li>Ownership mentality: you close loops, flag risks early, and are comfortable being the accountable name on an enterprise relationship</li>
</ul>
<p><strong>Nice to Have</strong></p>
<ul>
<li>Experience with conversational AI, voice AI, or contact center technology</li>
<li>Workflow automation or systems integration experience</li>
<li>Exposure to property management software (Yardi, AppFolio, Vantaca, CINC) or the HOA/community management industry</li>
<li>Prompt engineering experience in a production environment</li>
</ul>
<h2 id="benefits">Benefits</h2>
<ul>
<li>Competitive salary</li>
<li>Comprehensive health, dental, and specialist benefits.</li>
<li>Company Macbook.</li>
<li>Free parking and shuttle service to the office.</li>
<li>Extra PTO during occasional US holidays.</li>
<li>Company events, in-office restaurant, and building-wide perks.</li>
<li>Unlimited ping pong and espresso!</li>
</ul>
<p>If you're a closer who is passionate about AI and ready to disrupt a massive industry, we want to talk to you!</p>
