Product Operations Engineer
VCycene Inc.VCycene Inc. builds LILA, a smart home composter sold across Canada and the US, and Lovely, its companion app. We are a small hardware team in Markham, Ontario, and we are hiring a Product Operations Engineer. About the role Behind LILA sits makeLILA, the internal platform that runs our support tickets, refunds, fulfillment, inventory, and fleet monitoring. Most of it was built with AI coding tools in the last six months, and it needs an owner. That owner is an engineer who also talks to customers. On a typical day you take a troubleshooting call in the morning, ship the fix to the workflow that caused it by noon, and brief the firmware team on what three customers have in common in the afternoon. What you will do Own makeLILA: build and maintain its modules with Claude Code and similar tools, and integrate e-commerce, CRM, carrier, and warehouse APIs Turn field data (firmware versions, failure modes, production batches) into fixes and into escalations engineering can act on Run the support queue across email, phone, and text; lead onboarding and troubleshooting calls; train our after-hours support partner and check their work Manage returns, replacements, and warranty cases from authorization to refund, and carrier damage claims through to settlement Coordinate orders, replacements, and returns with 3PL warehouses in Canada and the US, including cross-border documents, duties, and tariffs Track cost per customer and per production batch, and turn the numbers into recommendations Test Lovely app and firmware releases before customers do, and bring recurring feedback to the product team Requirements You have shipped at least one working application that other people use, with a database and a third-party API integration. Send us the link. You use AI coding tools such as Claude Code, Cursor, or Copilot as your daily way of working 1+ year in a customer-facing role (support, customer success, field service, or consulting), including difficult conversations by phone or video You have run at least one project across teams you did not manage, such as engineering, a warehouse, or a vendor Comfortable in SQL or spreadsheets with costs and margins Clear written English Legally authorized to work in Canada Nice to have Connected-hardware experience: device logs, firmware versions, Wi-Fi or Bluetooth provisioning Shopify, HubSpot, carrier, or 3PL API integrations Reverse logistics, warranty, claims, cross-border shipping, or customs Mandarin, for our manufacturing partners Driver's licence for occasional GTA warehouse visits What to expect Support calls interrupt code. Many processes are unfinished, and you will be the one to write them. You are the person customers, the warehouse, and the firmware team call first. In return you own a production platform end to end, ship most days, and work directly with company leadership. Details Full-time, permanent Hybrid: 3 days per week at our Markham office, the rest remote Start: December 2026 or January 2027 Reports to the Co-founder and CTO How to apply Apply with your resume and our mini-project, which takes about three hours: https://claude.ai/code/artifact/8373b16d-61ee-4f16-8c30-981571263a11. Put your mini-project links on the last page of your resume file. Shortlisted candidates walk us through their tool live on the first call. Pay: $60,000.00-$85,000.00 per year Application question(s): Can you work from our Markham office 3 days per week? Paste a link to an application you built that other people use. Did you complete the mini-project linked in the job description and put the links on the last page of your resume? Which AI coding tools do you use daily? Experience: customer-facing (support, success, or consulting): 1 year (required) Work Location: Hybrid remote in Markham, ON L3R 9Z7