Senior Technical Success Engineer

About Backstory.ai

Backstory helps companies understand the state of their revenue business by answering questions that span customer interactions, sales activity, pipeline health, and deal execution. The platform operates over trillions of sales activities, millions of deals, and more than 160 million business contacts, giving customers a unified view of the signals that drive revenue. Companies such as Nvidia, OpenAI, AMD, Red Hat, and Databricks rely on Backstory to surface risks, identify opportunities, and understand what's happening across their business.

Backstory is building AI systems that reason over massive amounts of enterprise data to help business leaders understand what's happening in their business and what to do next. We work at the intersection of large language models, retrieval, evaluation, distributed data systems, and product design, turning billions of signals from across the enterprise into insights people can trust. The underlying challenges span reasoning, search, ranking, data quality, knowledge representation, and operating AI systems against continuously evolving real-world information.

What you will do

• 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.

What you will bring

• 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.

Company Information