Senior Technical Success Engineer
- Role
- Support
- Experience
- Senior
- Employment
- Full-time
- Company size
- Startup
Open to CA only. Set where you work from to check your eligibility.
No BS summary
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.
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'll do
- Own the hardest issues our largest customers raise
- Work issues from intake to root cause: reading logs, querying live data stores, and establishing a solution
- Investigate properly using internal tooling and data access before asking a customer to check something
- Hold a boundary when Sales, Engineering, or the customer pushes for a shortcut
- Turn findings into documentation, education, product signal, and better escalations for the whole team
What they require
- Outgrown the queue and wants cases that require judgement rather than throughput
- Ability to handle complex and multifactorial challenges
Backstory (formerly People.ai) is an AI answers platform for sales teams. It helps sales teams get trusted answers in their existing AI workflows and supports customers across enterprise, cybersecurity, data and analytics, and defense. The company is headquartered in San Francisco and backed by investors including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital.