Senior Technical Support Engineer

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