As a Support Engineer, you'll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn't how many cases you closed; it's how much you reshaped the conditions under which cases happen.
Role and Responsibilities
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.
What success looks like in your first 6 months
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
Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster
You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it
You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Support can run with
You've picked up or sharpened a technical skill — SQL, Python, an API, a scripting language — specifically because a customer problem needed it, not because a course assigned it
Mentors Associate teammates on AI builds and pattern synthesis
Identified and closed gaps across internal and customer-facing documentation, improving accuracy and reducing repeat questions.
Professional 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
Show us your work
Along with your application, in a cover letter send us
2–3 things you've built or shipped that changed a metric or outcome — a work project, a personal build, or something from school or an internship — what you made, who it was for, why you needed to do it, and what changed.
A short story about a time your analysis or insight changed a decision someone else made.
Salary range
$70,000 - $95,000 CAD
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
