Case Resolution Engineer

Role overview A Case Resolution Engineer role on a customer support team that is reinventing itself around AI-assisted case handling for a SaaS clinical platform used by physicians. Rather than only closing tickets, the position involves tracing problems back to product code, shipping fixes alongside senior engineers, configuring AI behavior, and turning case patterns into priorities for the product and engineering roadmaps. The work is hybrid in nature with strong emphasis on technical judgment, synthesis, and continuous improvement.

Responsibilities - Take ownership of customer escalations that genuinely require human judgment, building trust in the moments that matter - Configure AI within the support stack, including intents, knowledge sources, and escalation rules, and own AI output quality within a defined domain - Build lightweight scripts and external tools that automate triage, draft responses, or prototype internal workflows - Synthesize patterns from cases into weekly and monthly reports that shape Product and Engineering discussions - Mentor teammates on AI workflows, scripting, and SQL queries, and help close documentation gaps that drive repeat questions - Drive measurable reductions in case volume by preventing recurring issue categories rather than closing tickets faster

Requirements - One to five or more years of experience in engineering, data analytics, or AI and automation tinkering, or a technical degree paired with real customer-facing experience in support, hospitality, retail, or service settings - Ability to experiment with code, having written scripts, touched an API, or built something in Python, SQL, or JavaScript - A portfolio of prompts, dashboards, automations, or class or personal projects with clear evidence of outcomes - Strong customer-facing communication and trust-building skills - Comfort configuring and supervising AI systems, treating ambiguity as part of the work - Curiosity, pattern recognition, and a strong instinct to raise the bar for teammates

Benefits and work setup - Published salary range of $70,000–$95,000 CAD - Cover letter should highlight two or three shipped builds that changed a metric, plus a story where analysis shifted someone else's decision