Senior Technical Success Engineer: Lead Complex Escalations

People.ai Inc.; California (MO); Hybrid; USD 170,000 - 210,000; Full time

Job summary

Backstory is seeking a Senior Technical Success Engineer in San Francisco. You will own the hardest issues from intake to root cause, reading logs, querying live data stores, and using internal tooling to verify findings before engaging customers.

You’ll help shape product signals and documentation as you mature in the role. You will handle complex, strategic escalations with independence, triage intake, and drive high-quality incident analysis with a focus on long-term customer success.

Qualifications

• Enterprise technical support experience in a SaaS environment.
• Escalation ownership for complex issues at scale.

Responsibilities

• Own complex escalations for strategic accounts end-to-end.
• Triage cases at intake as defect, configuration, or data availability.
• Investigate with internal tooling and diagnose live issues via data stores.
• Present timelines to customers and internal audiences.
• Maintain ticket quality and escalation standards.

Tools

SQL

SOQL

Job description

Backstory is seeking a Senior Technical Success Engineer in San Francisco. You will own the hardest issues from intake to root cause, reading logs, querying live data stores, and using internal tooling to verify findings before engaging customers.

You’ll help shape product signals and documentation as you mature in the role. You will handle complex, strategic escalations with independence, triage intake, and drive high-quality incident analysis with a focus on long-term customer success.