AI-Driven Case Resolution Engineer

elationhealth; United States; Hybrid; USD 49,000 - 67,000; Full time

Job summary

Elation Health in the United States seeks a Case Resolution Engineer to join a customer support team evolving around AI-assisted case handling for a SaaS clinical platform used by physicians. You will trace problems to product code, ship fixes with senior engineers, and tailor AI behavior while improving support processes.

The role emphasizes technical judgment, synthesis, and continuous improvement in a hybrid work setting, with a focus on reducing case volume and shaping product roadmaps

Qualifications

• 1–5+ years in engineering, data analytics, AI, or automation tinkering.
• Experience coding with Python, SQL, or JavaScript.
• Portfolio of prompts, dashboards, automations with outcomes.
• Strong customer-facing communication and trust-building.
• Ability to configure and supervise AI systems amid ambiguity.
• Curiosity and pattern recognition with drive to raise the bar.

Responsibilities

• Take ownership of escalations requiring human judgment and build trust.
• Configure AI within the support stack, including intents, sources, and escalation rules.
• Build lightweight scripts and external tools to automate triage or drafts.
• Synthesize patterns from cases into reports shaping Product/Engineering discussions.
• Mentor teammates on AI workflows, scripting, and SQL; close documentation gaps.
• Drive reductions in case volume by preventing recurring issue categories.

Skills

Customer-facing communication

Python

SQL

JavaScript

Prompts & automations

Pattern recognition

Curiosity

Ambiguity tolerance

Education

Technical degree

Job description

Elation Health in the United States seeks a Case Resolution Engineer to join a customer support team evolving around AI-assisted case handling for a SaaS clinical platform used by physicians. You will trace problems to product code, ship fixes with senior engineers, and tailor AI behavior while improving support processes.

The role emphasizes technical judgment, synthesis, and continuous improvement in a hybrid work setting, with a focus on reducing case volume and shaping product roadmaps