Entry - level backend engineer building Yelp’s Trust & Safety services and data pipelines. Supporting real - time enforcement of fake accounts and harmful content across the platform.
About the role
- Senior Technical Success Engineer resolving complex enterprise customer issues at Backstory.ai. Investigating logs, live data stores, and SaaS integrations to drive escalations and documentation.
Responsibilities
- Own complex escalations for strategic accounts end-to-end, without oversight
- Triage cases at intake as defect, configuration, expectation, or data availability
- Resolve post-go-live configuration problems that present as product faults and route other issues to appropriate Customer Success Group teams
- Investigate with internal tooling before contacting customers, including on surfaces Backstory does not control
- Diagnose live issues by querying underlying data stores
- Present investigation timelines to customers and internal audiences
- Carry a full caseload to team standards: 4.5-day time to resolution and 95% SLA without closing cases early
- Escalate to Engineering with stakes, timing, and affected-user count
- Maintain ticket-quality and escalation standards under pressure
- Review AI-generated answers with the Technical KB Manager and improve source artifacts
- Submit documentation requests and review technical drafts within five business days
- Review teammates' investigations as proficiency grows
Requirements
- Enterprise technical support experience, including at least one support role held for 18 months or more
- Escalation ownership at a SaaS company whose product moves data between two systems the customer controls
- Habit of investigating before replying, with specific logs, queries, and consoles
- Ability to diagnose a production issue with a live query using SQL, SOQL, or equivalent
- Experience holding a written standard under pressure, without conceding a defect or blaming the customer
- Experience spotting, specifying, and seeing a recurring question through to published documentation
- Communication that separates the technical answer from the relationship problem and addresses both
- AI tooling experience in own workflow is nice to have
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Degree requirement
No Education Requirement
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