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 oversightTriage cases at intake as defect, configuration, expectation, or data availabilityResolve post-go-live configuration problems that present as product faults; route what belongs to other CSG teamsInvestigate with internal tooling before contacting the customer,



including on surfaces we do not controlDiagnose live issues by querying the underlying data storesPresent investigation timelines to customers and to internal audiencesCarry a full caseload to team standards - 4.5-day time to resolution, 95% SLA without closing cases early to hit themEscalate to Engineering with stakes, timing, and affected-user count attachedHold ticket-quality and escalation standards when asked to bypass themReview AI-generated answers with the Technical KB Manager and improve the source artifacts behind themSubmit specific documentation requests to the KB queue; return technical reviewon drafts within five business daysReview teammates' investigations as you grow into the roleWhat you will bring:Enterprise technical support experience, including at least one support role held for 18 months or moreEscalation ownership at a SaaS company whose product moves data between two systems the customer controlsA habit of investigating before replying, with specific logs, queries, and consoles you can nameThe ability to diagnose a production issue with a live query. SQL, SOQL, or equivalent; the reasoning matters more than the dialectExperience holding a written standard under pressure, without conceding a defect or blaming the customerA recurring question you spotted, specified, and saw through to published documentation. Authorship optionalCommunication that separates the technical answer from the relationship problem and addresses bothNice to have: AI tooling in your own workflow, and a explicit

📌 Senior Technical Success Engineer (Toronto)
🏢 Backstory
📍 Toronto