Senior Escalation Engineer — End-to-End, Data-Driven

People.ai Inc.; Toronto; Hybrid; CAD 120,000 - 150,000; Full time

Job summary

Backstory.ai is seeking a Senior Technical Success Engineer who will own the hardest issues for our largest customers from intake to root cause. You will investigate using logs, live data stores, and internal tooling, and you will help shape product signals and escalation practices.

The role targets deep expertise and judgment over throughput, with first six months designed to be challenging as you scale to full competency.

Qualifications

• Enterprise support experience at a SaaS company.
• Escalation ownership for data-driven customer scenarios.
• Ability to diagnose production issues with live queries and logs.

Responsibilities

• Own complex escalations end-to-end for strategic accounts.
• Triage intake cases into defect/configuration/availability categories.
• Resolve post-go-live configuration problems and route to appropriate teams.
• Investigate using internal tooling before contacting the customer.
• Diagnose live issues by querying data stores.
• Present timelines to customers and internal audiences.
• Maintain high ticket-quality and escalation standards.

Skills

Enterprise support

Escalation ownership

Live data queries

SQL

Analytical thinking

Documentation

Communication

AI tooling

Tools

Query consoles

Job description

Backstory.ai is seeking a Senior Technical Success Engineer who will own the hardest issues for our largest customers from intake to root cause. You will investigate using logs, live data stores, and internal tooling, and you will help shape product signals and escalation practices.

The role targets deep expertise and judgment over throughput, with first six months designed to be challenging as you scale to full competency.