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Own complex escalations for strategic accounts end-to-end, including investigating issues using internal tools and querying live data stores. Drive product improvements by creating documentation, providing product signals, and mentoring team members on technical investigations.
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.
\nBackstory helps companies understand the state of their revenue business by answering questions that span customer interactions, sales activity, pipeline health, and deal execution. The platform operates over trillions of sales activities, millions of deals, and more than 160 million business contacts, giving customers a unified view of the signals that drive revenue. Companies such as Nvidia, OpenAI, AMD, Red Hat, and Databricks rely on Backstory to surface risks, identify opportunities, and understand what's happening across their business.
Backstory is building AI systems that reason over massive amounts of enterprise data to help business leaders understand what's happening in their business and what to do next. We work at the intersection of large language models, retrieval, evaluation, distributed data systems, and product design, turning billions of signals from across the enterprise into insights people can trust. The underlying challenges span reasoning, search, ranking, data quality, knowledge representation, and operating AI systems against continuously evolving real-world information.
We value ownership highly — the ability to take an idea through all the stages from conception to shipping a product. This reflects throughout our company, but is especially true in engineering. As an engineer at Backstory, you'll be a part of a highly independent and autonomous team. Since we're building out a robust data layer that needs to be presented elegantly to the end-user, you'll be working with a large array of different technologies and fields. Expect lots of interesting challenges.
Headquartered in San Francisco, CA, Backstory is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital. Backstory is listed in the top 20 percent of Inc 5000 companies, is a regular leader in our key categories on G2, and is on the Forbes list of America’s Best Startup Employers. For more information, please visit www.backstory.ai.
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