Responsibilities
- 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
- 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
- Review voice and chat conversation logs to identify failure patterns, quality gaps, and improvement opportunities
- Configure, monitor, and troubleshoot Manager AI back-office automations — diagnosing where workflows break down and getting them back on track
- Support integrations between STAN and each customer's property management system (PMS) and enterprise applications — APIs, data flows, and debugging across the stack
- 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
- Explain complex technical situations to non-technical stakeholders: root causes, tradeoffs, and timelines, delivered clearly and credibly
- Translate customer feedback and recurring issues into structured product input for engineering
Requirements
- 3+ years in SaaS (preferred), ideally in professional services, technical account management, solutions engineering, or a forward-deployed engineering role
- 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
- Basic backend engineering skills — comfortable with APIs, webhooks, reading logs, querying data (SQL), and light scripting (Python or similar)
- Strong analytical instincts: you can take raw conversation or ticket data and produce a defensible read on what's actually happening
- Excellent client-facing communication — calm under pressure, credible with executives, precise without jargon
- Ownership mentality: you close loops, flag risks early, and are comfortable being the accountable name on an enterprise relationship
Nice to Have
- Experience with conversational AI, voice AI, or contact center technology
- Workflow automation or systems integration experience
- Exposure to property management software (Yardi, AppFolio, Vantaca, CINC) or the HOA/community management industry
- Prompt engineering experience in a production environment
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, in-office restaurant, and building-wide perks.
- Unlimited ping pong and espresso!
