Case Resolution Engineer

$70k - $95k per year

Kenyan Edu

Montréal, QC

Case Resolution EngineerElation HealthRemote Full Time Remote Posted 2 hours agoShare this job:WhatsApp LinkedIn X Facebook Email#### Job DescriptionHeadquarters: 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 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.
J-18808-Ljbffr

Apply

Vacancy posted 9 hours ago

Similar jobs that could be interesting for youBased on the Case Resolution Engineer in Montréal, QC vacancy

Residential Energy Specialist | L3 Resolution
...opportunity We’re looking for a Energy Resolutions Specialist to serve as the L3 technical... ...and use judgment when evaluating cases, mitigating installation risks, losses,... ...experience ~ Techical Electrical or Engineering degree or equivalent practical experience...
Suggested
Full time
Contract work
Flexible hours
Dcbel
Montréal, QC
more than 2 months ago
Case Assessment Officer
$62k - $70k per year
...the dynamic and complex world of Canadian capital markets. The Case Assessment Officer (CAO) has an important role in fulfilling... ...analytical and problem solving skills. Good customer service, dispute-resolution and escalation skills. Good file management and...
Suggested
Full time
Ciro
Montréal, QC
a month ago
Data Engineer
...Athena, Bedrock) for storage, compute, and AI enablement. The Data Engineering Specialist works inside this stack, embedded in the Data... ...with internal product, GTM, and AI stakeholders to translate use cases into Gold-layer data products, and supporting external customer...
Suggested
Full time
Casual work
Sovra
Montréal, QC
10 days ago
Senior Software QA Engineer
...primary purpose of the Senior Software QA Engineer is to lead and deliver testing services... ...Artifacts such as test Strategy, test Plan, test Cases and test Metrics reports Build and... ...to document defects and track them to resolution using defect management tools: JIRA, Quality...
Suggested
Full time
TTC Global
Montréal, QC
more than 2 months ago
Director of Engineering
...Aperçu du poste Stay22 est à la recherche d’un(e) Director of Engineering pour diriger et faire évoluer notre organisation d’ingénierie... ...every requirement but you’re excited, let’s talk! Même si tu ne coches pas toutes les cases, on aimerait quand même te rencontrer !...
Suggested
Daily paid
Long term contract
Full time
Work at office
Flexible hours
Shift work
Stay22
Montréal, QC
more than 2 months ago
Backend Engineer
...developer who hands services to an ops team once they ship. It is an engineer who architects the service, deploys it, monitors it in production... ...choices between MongoDB, DynamoDB, and Redis for different use cases — not defaulted to one store for everything • REST API design...
Full time
Contract work
Remote work
Flexible hours
Devoted Studios
Montréal, QC
more than 2 months ago
Immigration Case Specialist
$15 - $30 per hour
Job Responsibility: New Direction Canada Inc., the Ministry of Citizenship and Immigration and Ministry of Education in Quebec, Canada. Society of Immigration Consultants), a licensed immigration consultant, is an educational institution specializing in Canadian college application...
Hourly pay
Full time
Relocation
Monday to friday
Day shift
New Direction Canada Inc.
Montréal, QC
9 hours ago
Remote Operation Engineer
...Operations Engineer The primary responsibility of the Operations Engineer is to support our data center operations teams with the... ...Change requests Provide technical guidance to vendor teams in resolution of issues to support program level efforts Provide technical...
Remplacement
Full time
Remote work
Rotating shift
C Square
Montréal, QC
more than 2 months ago
Application Engineering Specialist
...make a real difference. Job Description As an Application Engineering Specialist at Vention… You will be reporting directly to the... ...to Expect in Your Interview Initial Call Meet the Team Case or take-home interview Decision & Offer We’re committed to...
Full time
Internship
Work at office
Work from home
Vention
Montréal, QC
more than 2 months ago
Methods Engineer
...Description Review the engineering design to validate the manufacturing process of the part; · Define the manufacturing strategy (processes used, sequencing, etc.); · Order the required tooling, collaborate with the tool design team; · Write the manufacturing routines...
Permanent employment
Full time
Sapsol Technologies Inc
Montréal, QC
7 days ago
AI-First Engineering Intern
$20 - $25 per hour
...Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually... ...not waiting for a slow rollout to get there. We're offering AI Engineer Internships in regions across the globe to help drive that shift...
Internship
Work at office
Shift work
Xsolla
Montréal, QC
more than 2 months ago
Backend Engineer (PHP/Golang)
$80k - $130k per year
...ABOUT YOU We are looking for Backend Engineers who are innovative, collaborative, and adaptable to join our engineering team... ...Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually...
Full time
Xsolla
Montréal, QC
more than 2 months ago
Data Center Controls Engineer
...lasting impact. Hypertec is seeking a Data Center Controls Engineer to join our Engineering (Construction) team in Montreal . If... ...-on support for troubleshooting, system diagnostics, and issue resolution during construction, commissioning, and operational phases;...
Full time
Work at office
Relocation
Hypertec Inc.
Montréal, QC
more than 2 months ago
Air Systems/Pneumatics Engineer
...Description TASKS YOU WILL ACCOMPLISH Act as a systems engineer and carry out pneumatics discipline activities. Assure integration... ...team to address product engineering definition or issue resolution. Prepare design change modifications and optimized solutions...
Full time
Temporary work
Worldwide
Sogeclair
Montréal, QC
more than 2 months ago
Middle Software Engineer (PHP)
...Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually... ...collaborative feedback and best practices. Work closely with engineering, product, and partner teams to deliver high-quality solutions...
Full time
Xsolla
Montréal, QC
more than 2 months ago
Site Reliability Engineer (Monetization)
$120k - $160k per year
...ABOUT YOU We are looking for a Site Reliability Engineer (Monetization) who is pragmatic, product-minded, and equally comfortable... ...Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually...
Long term contract
Full time
Xsolla
Montréal, QC
more than 2 months ago
Senior Software Engineer - MachineApps
...You will work closely with product managers, designers, and other engineers to deliver robust applications that power robotic systems in... ...to Expect in Your Interview Initial Call Meet the Team Case or take-home assignment Onsite meeting and take-home review...
Long term contract
Full time
Internship
Work at office
Work from home
Vention
Montréal, QC
more than 2 months ago
Senior Backend/Full-stack Developer
...loyal for life. Summary We are seeking a senior full stack engineer who can help deliver Wunderkind Advertising's roadmap across supply... ...and backend workflows that support advertiser and publisher use cases, including segmentation controls, placement configuration,...
Long term contract
Full time
Wunderkind
Montréal, QC
more than 2 months ago
AI Evaluation Engineer (QA)
...service digital partner that combines Strategy, Experience & Design, Engineering and Managed Services. We build digital solutions that deliver... ...as the corpus scales. Define and maintain test plans, test cases, and quality gates. Automate regression and evaluation suites...
Full time
Apprenticeship
Immediate start
Appnovation Technologies
Montréal, QC
a month ago
Forward Deployed AI Engineer
$115k - $130k per year
...currently building our talent pipeline for upcoming Forward Deployed AI Engineer opportunities in Canada. While we may not have an immediate... ..., qualify, and secure access to the data required for each use case, working directly with the Data Engineer. Translate use cases...
Permanent employment
Full time
Contract work
Work at office
Immediate start
Work from home
Flexible hours
2 days per week
Keyrus Canada
Montréal, QC
more than 2 months ago
Mechanical Engineer (Design & Analysis)
...make a real difference. Job Description As a Mechanical Engineer at Vention… You will lead the design, development, and deployment... ...to Expect in Your Interview Initial Call Meet the Team Case or take-home interview Decision & Offer We’re committed to...
Full time
Internship
Work at office
Work from home
Vention
Montréal, QC
more than 2 months ago
AI Engineer
$150k - $160k per year
...Requisition Number: 106471 AI Engineer Location You will have the flexibility to work fully remotely. Insight at a Glance ~14... ...compensation decisions are dependent on the facts and circumstances of each case, including experience and location, and we will also consider...
Full time
Local area
Remote work
Insight
Montréal, QC
12 days ago
Principal Network Engineer
...connection. That’s where you come in! We seek a Principal Network Engineer to serve as the technical lead for our enterprise network... ...unified enforcement plane. Lead the Palo Alto Cloud Identity Engine (CIE) architecture (Year 2, joint with IAM): construct the identity...
Long term contract
Full time
Hasbro, Inc.
Montréal, QC
2 days ago
Full Stack AI Engineer / Applied AI Engineer
$50k - $70k per year
...Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually... ...Contributions to open-source GenAI projects Understanding of context engineering and agent orchestration frameworks $50,000 - $70,000 a year...
Full time
Xsolla
Montréal, QC
more than 2 months ago
Senior Software Engineer
Description Role Overview We are seeking an experienced Senior Developer to support the implementation, optimisation, and transformation of Power Platform initiatives. The role requires deep understanding of the solution and relevant experience. the successful candidate...
Full time
Bbgc
Montréal, QC
9 days ago
Automation Designer / Engineer -3142 -OJO
...Job Description Automation Designer / Engineer -3142 -OJO Job Ref.: 3142 Job Title: Automation Designer / Engineer Role... ..., tracking/reporting results, troubleshooting and coordinating resolution. MAJOR RESPONSIBILITIES * Interact with product owner...
Permanent employment
Full time
Internship
Relocation
Flexible hours
Right Talent Right Now
Montréal, QC
more than 2 months ago
IT Operations Engineer (L2) Warehouse Operations
$30 - $45 per hour
...Description iSoftStone, Inc. is seeking an IT Operations Engineer (L2) – Warehouse Operations to join our Team in Markham/Vaughan... ...technical troubleshooting, infrastructure support, network issue resolution, handheld device management, monitoring response, and...
Full time
Work at office
Worldwide
Shift work
Isoftstone Inc.
Montréal, QC
more than 2 months ago
Support Engineer- Customer Service
...Overview We are looking for a highly motivated L2 Support Engineer to act as the critical bridge between our customer support (L1)... ...troubleshooting, working with production systems, and driving issues to resolution in a fast-paced, mission-critical SaaS environment. You will...
Full time
Local area
Alexa Translations
Montréal, QC
more than 2 months ago
Platform/DevOps Engineer
...mission is to enable builders and GTM leaders to build a revenue engine that moves the business forward on data they can trust. Curious... ...projets en dehors de ton rôle: personne n'est enfermé dans une case ici. Une rémunération dans le top du marché national, des options...
Full time
Internship
3 days per week
Vasco
Montréal, QC
14 days ago
Manager of Engineering (Temporary)
...seamless, secure, and scalable payment capabilities directly into software workflows. As we continue to scale, we are looking for an Engineering Manager to lead and grow high-performing teams while driving the development of robust, scalable systems that power our payments...
Long term contract
Full time
Temporary work
Valsoft
Montréal, QC
more than 2 months ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Case Resolution Engineer. Be the first to apply!