Solutions Engineer

This is a forward-deployed 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 worlds 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 (.)ai

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 customers 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 whats 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!

If youre a closer who is passionate about AI and ready to disrupt a massive industry we want to talk to you!