As a Senior Technical Success Engineer at Backstory, you will own the hardest issues our largest customers raise. You work them from intake to root cause: reading logs, querying live data stores, and establishing a solution. You will have the internal tooling and data access to investigate properly before ever asking a customer to check something you could have checked yourself. You will have the standing to hold a boundary when Sales, Engineering, or the customer pushes for a shortcut.
This is a role for someone who has outgrown the queue and wants the cases that require judgement rather than throughput. Your findings do not stop at case closure: they become documentation, education, product signal, and better escalations for the whole team. This role trends toward full competency at 12–18 months so the first six months here are disorienting by design. Our platform is deep, the data is enormous, and the challenges can be complex and multifactorial. The people who come through become the ones the rest of the company routes its hardest questions to.