Senior Technical Success Engineer

People.ai
Toronto
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Ownership","Investigation","Communication"]

Own complex escalations for strategic accounts from intake through root cause. Triage cases, investigate with internal tooling, and diagnose live production issues by querying underlying data stores. Communicate clear investigation timelines, escalate to Engineering with stakes and affected users, and maintain strict ticket-quality standards. Improve AI-generated answers and documentation by reviewing technical content, submitting KB updates, and supporting teammates as you grow the team’s escalation muscle.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
People.ai
People.ai
2 weeks ago

Senior Technical Success Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own complex escalations for strategic accounts from intake through root cause. Triage cases, investigate with internal tooling, and diagnose live production issues by querying underlying data stores. Communicate clear investigation timelines, escalate to Engineering with stakes and affected users, and maintain strict ticket-quality standards. Improve AI-generated answers and documentation by reviewing technical content, submitting KB updates, and supporting teammates as you grow the team’s escalation muscle.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own complex escalations for strategic accounts end-to-end, from intake to root cause.
  • •Triage cases at intake as defect, configuration, expectation, or data availability, and resolve post-go-live configuration problems.
  • •Investigate live issues by querying underlying data stores and only then contact the customer, including on surfaces not controlled by the team.
  • •Present investigation timelines to customers and internal audiences; escalate to Engineering with stakes, timing, and affected-user count.
  • •Review AI-generated answers and improve the technical KB artifacts, including submitting documentation requests and returning technical reviews on drafts.

Key Requirements

  • •Enterprise technical support experience, including at least one support role held for 18 months or more.
  • •Escalation ownership at a SaaS company where the product moves data between two customer-controlled systems.
  • •A habit of investigating before replying, with specific logs, queries, and consoles.
  • •Ability to diagnose production issues with a live query; SQL, SOQL, or equivalent (reasoning matters more than dialect).
  • •Communication that separates the technical answer from the relationship problem and addresses both.
Skills:OwnershipInvestigationCommunication
Tech Stack:SQLSOQL

Company Brief

People.ai
Provides a revenue intelligence platform that uses AI to capture and analyze CRM, communication, and activity data to help sales and revenue teams improve pipeline, forecasting, and productivity across enterprise organizations.
Industry: SaaS
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2016
WebsiteLinkedIn