Senior Technical Success Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take full ownership of complex escalations for strategic accounts from start to finish, with minimal oversight.

• Assess incoming cases as defects, configuration issues, expectations, or data availability challenges.

• Address post-go-live configuration issues that appear as product faults and direct other concerns to the appropriate Customer Success Group teams.

• Conduct investigations using internal tools prior to reaching out to customers, including areas not managed by Backstory.

• Diagnose live problems by querying the underlying data stores.

• Provide investigation timelines to both customers and internal stakeholders.

• Manage a full caseload in accordance with team standards: achieving a 4.5-day resolution time and maintaining a 95% SLA without prematurely closing cases.

• Escalate issues to Engineering, detailing stakes, timelines, and the number of affected users.

• Uphold ticket quality and escalation standards while working under pressure.

• Collaborate with the Technical KB Manager to review AI-generated responses and enhance source materials.

• Submit documentation requests and evaluate technical drafts within five business days.

• Review fellow teammates' investigations as proficiency develops.

⛳️ Requirements

• Experience in enterprise technical support, having held at least one support role for 18 months or longer.

• Proven escalation ownership at a SaaS company where the product transfers data between two systems controlled by the customer.

• A proactive approach to investigating issues before responding, utilizing specific logs, queries, and consoles.

• Capability to diagnose a production issue with a live query using SQL, SOQL, or similar languages.

• Experience in maintaining a written standard under pressure, without conceding defects or blaming customers.

• Ability to identify, specify, and follow through on recurring questions until they are documented and published.

• Communication skills that distinguish between technical solutions and relational issues, addressing both effectively.

• Having experience with AI tools in one’s own workflow is a plus.

🏝️ Benefits

• Opportunity for professional growth and development.

• Collaborative and innovative work environment.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to promote work-life balance.