Technical Support Specialist

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 own the quality of AI outputs in your domain.

Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

Shipped 3–5 AI solutions

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 Associates can run with.

Mentors Associate teammates on AI builds and pattern synthesis

0-4+ years of relevant experience inSupport, Implementation, CS Ops, embedded data analyst, or AI/automation tinkerer in any field.

A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations — 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

Along with your application, in a cover letter send us:

2–3 things you've built or shipped that changed a metric or outcome — what you made, who it was for, why did you need to do it, and what changed.

A short story about a time your analysis or insight changed a decision someone else made.

Salary range: $52,500 - 75,000 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.