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.