- 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

- 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

Benefits

- Company Equity: We offer compensation packages that allow you to share in our long-term success.

- Flexible Work: We are a remote-first company. Work from home or join us at our San Francisco-based HQ.

- Home Office Perks: We offer a monthly phone and Internet allowance, as well as office setup reimbursement for new hires.

- Flexible PTO: Batteries, even proverbial ones, need to be recharged. Take the time you need when you need it.

- Company-wide Holidays: We schedule holidays for everyone to be offline at once to unplug and recharge.

- Inclusive Parental Leave: For birthing and non-birthing parents, plus adoption and foster leave.

- Healthcare Packages: We offer medical, dental, and vision plans, plus HSA, FSA, and dependent care.

- Insurance Coverage: Employer-paid life insurance, AD&D;, long-term disability, and short-term disability coverage.

- 401(k) Retirement Savings Plan: Save for your retirement on a pre-tax and/or post-tax basis.
- Communication that separates the technical answer from the relationship problem and addresses both

- Nice to have: AI tooling in your own workflow, and a transparent account of where it failed and when you stepped back in

- Enterprise technical support experience, including at least one support role held for 18 months or more

- 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

- Escalation ownership at a SaaS company whose product moves data between two systems the customer controls
- The ability to diagnose a production issue with a live query. SQL, SOQL, or equivalent; the reasoning matters more than the dialect
- A habit of investigating before replying, with specific logs, queries, and consoles you can name

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