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.

Your findings do not stop at case closure: they become documentation, education, product signal, and better escalations for the whole team. Our platform is deep, the data is enormous, and the challenges can be complex and multifactorial. 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; 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. 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. return technical review on drafts within five business days.

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. SQL, SOQL, or equivalent;

Experience holding a written standard under pressure, without conceding a defect or blaming the customer. Communication that separates the technical answer from the relationship problem and addresses both. AI tooling in your own workflow, and a transparent account of where it failed and when you stepped back in.



ai Backstory helps companies understand the state of their revenue business by answering questions that span customer interactions, sales activity, pipeline health, and deal execution.

The platform operates over trillions of sales activities, millions of deals, and more than 160 million business contacts, giving customers a unified view of the signals that drive revenue. Companies such as Nvidia, OpenAI, AMD, Red Hat, and Databricks rely on Backstory to surface risks, identify opportunities, and understand what's happening across their business. Backstory is building AI systems that reason over massive amounts of enterprise data to help business leaders understand what's happening in their business and what to do next.

We work at the intersection of large language models, retrieval, evaluation, distributed data systems, and product design, turning billions of signals from across the enterprise into insights people can trust. The underlying challenges span reasoning, search, ranking, data quality, knowledge representation, and operating AI systems against continuously evolving real-world information. We value ownership highly — the ability to take an idea through all the stages from conception to shipping a product.

This reflects throughout our company, but is especially true in engineering. Since we're building out a robust data layer that needs to be presented elegantly to the end-user, you'll be working with a large array of different technologies and fields. Headquartered in San Francisco, CA, Backstory is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital.

For more information, please visit We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us. #

📌 Senior Technical Success Engineer (Toronto)
🏢 People AI
📍 Toronto