Elation Health
Customer Experience Engineer
CanadaRemotePosted Today$70,000 – $95,000
Full TimeSeniorRemoteCA
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Job Description
Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful, world-clas
Key Highlights
- Synthesize and share customer insights. Surface patterns from your cases in weekly and monthly reports, participate in Product and Engineering discussions with what you’re learning, and mentor Support Team members on AI workflows, scripting, and SQL queries.
- Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can’t safely close. Build and protect customer trust in moments that matter.
- Build and own AI quality. Configure AI within Elation’s stack (intents, knowledge sources, escalation rules), build lightweight external automations and scripts, and own the quality of AI outputs in your domain.
- Delivered solutions that reduced case volume by 10% or eliminated recurring issue categories, with measurable customer impact (e.g., CSAT, reduction in case reopens)
- A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume
Qualifications
Required Qualifications
- 1–5+ years of experience in Engineering, data analytics, or AI/automation tinkering in any field — OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure (support, hospitality, retail, service, resident advising)
- Comfortable enough with code to experiment : you’ve written scripts, touched an API, or built something in Python, SQL, or JavaScript — even if it was just for a class project , team project or yourself
- A concrete portfolio of things you’ve built or shipped: prompt-engineered systems, dashboards, automations, class or personal projects — with evidence of outcomes
- Strong customer-facing communication and trust-building skills
- Pattern recognition and synthesis muscle
- AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
- A deep desire to drive results for our customers, with high ownership over the outcomes you own
- Curiosity and natural problem-solving instincts
- An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself
- 1–5+ years of experience in Engineering, data analytics, or AI/automation tinkering in any field — OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure (support, hospitality, retail, service, resident advising)
- Comfortable enough with code to experiment : you’ve written scripts, touched an API, or built something in Python, SQL, or JavaScript — even if it was just for a class project , team project or yourself
- A concrete portfolio of things you’ve built or shipped: prompt-engineered systems, dashboards, automations, class or personal projects — with evidence of outcomes
- Strong customer-facing communication and trust-building skills
- Pattern recognition and synthesis muscle
- AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
- A deep desire to drive results for our customers, with high ownership over the outcomes you own
- Curiosity and natural problem-solving instincts
- An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself
Skills & Technologies
SQLPythonJavaScript
About the Company
Elation Health
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$70,000 – $95,000
Location
Canada
Work Mode
Remote
Posted
Today
Country
CA