Customer Experience Engineer

Elation Health
Canada
Workplace: RemoteFull timeCAD 70,000 - 95,000Function: Customer Success & Account ManagementEducation: bachelorsSkills: ["Empathy","Judgment","Communication","Trust-building","Pattern recognition","Problem-solving","Curiosity","Ownership","Mentoring","Collaboration"]

Partner with Elation’s Support Team to evolve customer care as AI takes on more routine cases. You’ll handle escalations that require judgment, configure and supervise AI within the customer support stack, and ship fixes by tracing issues to product code. You’ll synthesize insights from cases into weekly/monthly reports, mentor teammates on AI workflows, scripting, and SQL, and help shape Product and Engineering roadmaps based on recurring patterns.

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FursaFursa
Elation Health
Elation Health
1 month ago

Customer Experience Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Partner with Elation’s Support Team to evolve customer care as AI takes on more routine cases. You’ll handle escalations that require judgment, configure and supervise AI within the customer support stack, and ship fixes by tracing issues to product code. You’ll synthesize insights from cases into weekly/monthly reports, mentor teammates on AI workflows, scripting, and SQL, and help shape Product and Engineering roadmaps based on recurring patterns.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Synthesize and share customer insights via weekly/monthly reporting and contribute to Product and Engineering discussions.
  • •Own escalations requiring seasoned judgment that AI can’t safely close, protecting customer trust in key moments.
  • •Configure AI within the support stack (intents, knowledge sources, escalation rules) and ensure quality of AI outputs in your domain.
  • •Build lightweight external automations and scripts to improve support efficiency and outcomes.
  • •Mentor Support Team members on AI workflows, scripting, and SQL queries.

Pay and Benefits

Salary: CAD 70,000 - 95,000

Key Requirements

  • •1–5+ years of experience in engineering, data analytics, or AI/automation tinkering, or a degree in Computer Science/Engineering plus real experience speaking to people under pressure.
  • •Comfortable experimenting with code: scripts, touching APIs, or building with Python, SQL, or JavaScript.
  • •A portfolio of built or shipped work such as prompt-engineered systems, dashboards, and automations with evidence of outcomes.
  • •Strong customer-facing communication and trust-building skills.
  • •Pattern recognition and synthesis, with an AI-native mindset for configuring and supervising AI systems.
Experience:SaaSClinical platformAIAutomation
Education:Bachelor's in Computer Science, Engineering, or a related technical field
Skills:EmpathyJudgmentCommunicationTrust-buildingPattern recognitionProblem-solvingCuriosityOwnershipMentoringCollaboration
Languages:English
Tech Stack:AISQLPythonJavaScriptAPIScripting language

Company Brief

Elation Health
Builds electronic health record (EHR) and practice management software for primary care teams, focusing on clinician workflow, longitudinal patient records, telehealth, and care coordination to improve value-based primary care delivery.
Industry: HealthTech
Headquarters: San Francisco, United States
Founded: 2010
WebsiteLinkedIn