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Customer Support Engineer

2 weeks ago

Vaughan, Ontario, Canada STAN AI Full time

Our team is growing Working as a part of
STAN's Customer Success Team,
the
A.I. Customer Support Engineer
will contribute to the long-term growth and retention of Enterprise property management firms using STAN, through rapport building and solutions-based selling across an assigned book of business.

About Us:

We believe that properties can be managed autonomously. Do you?

STAN is the first A.I. assistant for residential property managers. STAN was launched in 2019 by two former property management executives who spent 13 years working for North America's largest management company. STAN is growing quickly and is already the largest A.I. assistant in the industry. We offer multiple AI products to serve our clients, from our flagship omnichannel AI assistant to numerous AI add-ons for property managers.

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 our website at

What You'll Do

  • Serve as the
    primary point of contact
    for high-touch property management and HOA clients, ensuring they receive white-glove ongoing support.
  • Respond to tickets and emails
    promptly with empathy, clarity, and technical accuracy.
  • Troubleshoot, escalate, and resolve customer issues related to their AI assistant configurations, integrations, and performance.
  • Fine-tune and optimize STAN AI assistants
    based on client feedback, use cases, and edge scenarios.
  • Work closely with product and engineering to
    relay customer pain points
    and assist with feature testing or documentation.
  • Help customers understand best practices for AI use in their workflows and promote feature adoption.
  • Create and maintain
    internal playbooks
    , help articles, and solution templates for recurring inquiries or use cases.
  • Analyze trends in customer feedback to suggest
    product or training improvements
    .

What We're Looking For

  • 2+ years in a
    Customer Success, Technical Support, or Implementation
    role — ideally in a SaaS, AI, or startup environment.
  • Strong understanding of
    AI/ML concepts
    (LLMs, prompt engineering, vector databases, etc.) or experience working with AI platforms or assistants.
  • Comfort with
    property management operations
    or the ability to quickly learn the domain.
  • Excellent communicator — able to simplify technical explanations for non-technical users.
  • Skilled in managing multiple clients with a
    customer-first mindset
    .
  • Familiarity with tools like Zendesk, Intercom, HubSpot, or other CX platforms.
  • Self-directed, organized, and able to thrive in a fast-paced, evolving environment.

Bonus Points

  • Prior experience in
    property tech
    or AI assistant deployment.
  • Exposure to API integrations, chatbot platforms, or no-code AI tools.
  • Comfort creating help videos, Looms, or live walkthroughs.

*PLEASE NOTE, THIS IS A FULL-TIME IN-OFFICE ROLE. OUR OFFICE IS AT 111 GORDON BAKER RD IN NORTH YORK.

Thank you

-The STAN Team