As a Senior Technical Success Engineer at Backstory,
you will own the hardest issues our largest customers raise. You work them from intake to root cause: reading logs, querying live data stores, and establishing a solution. You will have the internal tooling and data access to investigate properly before ever asking a customer to check something you could have checked yourself. You will have the standing to hold a boundary when Sales, Engineering, or the customer pushes for a shortcut.
This is a role for someone who has outgrown the queue and wants the cases that require judgement rather than throughput. Your findings do not stop at case closure: they become documentation, education, product signal, and better escalations for the whole team. This role trends toward full competency at 12-18 months so the first six months here are disorienting by design. Our platform is deep, the data is enormous, and the challenges can be complex and multifactorial. The people who come through become the ones the rest of the company routes its hardest questions to.
What you will do:- Own complex escalations for strategic accounts end-to-end, without oversight.
- Triage cases at intake as defect, configuration, expectation, or data availability.
- Resolve post-go-live configuration problems that present as product faults; route what belongs to other CSG teams.
- Investigate with internal tooling before contacting the customer, including on surfaces we do not control.
- Diagnose live issues by querying the underlying data stores.
- Present investigation timelines to customers and to internal audiences.
- Carry a full caseload to team standards - 4.5-day time to resolution, 95% SLA without closing cases early to hit them.
- Escalate to Engineering with stakes, timing, and affected-user count attached.
- Hold ticket-quality and escalation standards when asked to bypass them.
- Review AI-generated answers with the Technical KB Manager and improve the source artifacts behind them.
- Submit specific documentation requests to the KB queue; return technical review on drafts within five business days.
- Review teammates' investigations as you grow into the role.
What you will bring:- Enterprise technical support experience, including at least one support role held for 18 months or more.
- Escalation ownership at a SaaS company whose product moves data between two systems the customer controls.
- A habit of investigating before replying, with specific logs, queries, and consoles you can name.
- The ability to diagnose a production issue with a live query. SQL, SOQL, or equivalent; the reasoning matters more than the dialect.
- Experience holding a written standard under pressure, without conceding a defect or blaming the customer.
- A recurring question you spotted, specified, and saw through to published documentation. Authorship optional.
- Communication that separates the technical answer from the relationship problem and addresses both.
- Nice to have: AI tooling in your own workflow, and a clear account of where it failed and when you stepped back in.
