Case Resolution Engineer

Headquarters: Canada - Remote 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-class experience that empowers physicians to deliver phenomenal care to patients. Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That's ending, fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. That doesn't shrink the human role — it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers. We're hiring Support Engineers to anchor that shift: people who don't just close tickets, but trace them back to the line of product code causing them, ship the fix that resolves the customer's problem immediately, and partner with senior engineers on the cases complex enough to need them. You might be the recent engineering grad who spent a summer at a busy front desk, in a popular restaurant, or on a support line because you like people as much as you like problems, and who's been quietly automating things nobody asked you to fix since your first CS class. Or, you might be the person who leads team projects, tinkers with the dashboards, automations, or workflows so automatically that colleagues assume you are an engineer even if you aren’t. If that sounds like you, this role turns that problem-solving instinct into your core responsibility. 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 patter