# Senior Technical Success Engineer

**Company**: Backstory
**Location**: San Francisco, CA
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.lever.co/people-ai/e5971cc5-d150-4c71-b152-de4e3921a4ab?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_dcb0660f-01a

## Description

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.

### Responsibilities

- 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.

### Requirements

- 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.

## Skills

### Required
- SQL
- SOQL
- enterprise technical support
- escalation ownership
- production issue diagnosis

### Nice to have
- AI tooling

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/people-ai/e5971cc5-d150-4c71-b152-de4e3921a4ab?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)