Senior Technical Success Engineer (AI)

Location: Toronto, Canada; remote

Company

Backstory builds AI systems and a SaaS platform that unifies customer interactions, sales activity, pipeline health, and deal execution across large-scale enterprise data.

What you will do

• Own complex escalations for strategic accounts from intake through root-cause resolution.
• Triage cases as defects, configuration issues, expectation gaps, or data-availability problems.
• Investigate issues using internal tooling, logs, consoles, live queries, and underlying data stores before contacting customers.
• Present investigation timelines to customers and internal audiences, and escalate engineering issues with clear stakes, timing, and affected-user counts.
• Maintain ticket-quality and escalation standards while carrying a full caseload aligned with a 4.5-day resolution target and 95% SLA.
• Review AI-generated answers, improve source documentation, submit knowledge-base requests, and review teammates' investigations as proficiency grows.

Requirements

• Enterprise technical support experience, including at least one support role lasting 18 months or more.
• Experience owning escalations at a SaaS company whose product transfers data between two systems controlled by the customer.
• Ability to investigate before responding using named logs, queries, and consoles.
• Production diagnosis experience with SQL, SOQL, or an equivalent live-query language.
• Ability to uphold written quality standards under pressure and communicate both technical answers and relationship concerns.
• Experience identifying a recurring customer question and taking it through specification to published documentation.

Nice to have

• Experience using AI tooling in a personal workflow, including the ability to explain its limitations and when manual intervention was required.

Culture & Benefits

• Remote work arrangement based in Toronto.
• High ownership, independence, and autonomy in taking ideas from conception through product delivery.
• Exposure to large-scale data systems, retrieval, evaluation, distributed systems, product design, and AI operations.
• Opportunity to work on complex, multifactorial problems involving massive enterprise datasets.