This is a Senior Technical Support 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. 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. About Us: 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? STAN is also an award‑winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more! To learn more, feel free to visit us at Tasks 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 skilled services, technical

📌 Senior Technical Support Engineer (Toronto)
🏢 STAN AI
📍 Toronto