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As a Senior Technical Success Engineer at Backstory, you will own the most complex and critical issues escalated by the company's largest customers. You will manage cases from initial intake through root cause analysis, with full access to internal tooling, logs, live data stores, and the ability to investigate thoroughly before involving customers. You have the authority and standing to push back on requests for shortcuts from Sales, Engineering, or customers when appropriate.
This role is designed for someone who has progressed beyond high-volume queue management and thrives on cases requiring deep judgment, technical reasoning, and problem-solving across multiple domains. Your work extends beyond individual case resolution: your findings inform product documentation, team education, product roadmap signals, and improved escalation processes for the entire support organization.
The role has a learning curve by design. Full competency typically develops over 12–18 months, with the first six months intentionally challenging as you develop mastery of the platform's depth, data complexity, and multifactorial problem-solving. Engineers who successfully navigate this progression become the internal experts the company routes its hardest technical questions to across all departments.
