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Senior Technical Success Engineer

2 weeks, 6 days ago
Canada
Full-time
Senior
Customer Success
Customer and Technical Support
LLM SQL
Apply Now
People.ai

People.ai

People.ai offers a generative AI solution designed to enhance revenue operations and intelligence by automating manual tasks, analyzing account and deal health, and providing prescriptive coaching recommendations to optimize human productivity and driv...

IT Services
251-1K
Founded 2016
$200M raised
View All Jobs 8

Description

  • Own complex escalations for strategic accounts from intake through resolution.
  • Triage cases as defects, configuration issues, expectation gaps, or data-availability problems.
  • Investigate issues using internal tooling, logs, consoles, and underlying data stores before contacting customers.
  • Resolve post-go-live configuration problems and route issues to the appropriate Customer Success or Engineering teams.
  • Present investigation timelines and findings to customers and internal stakeholders.
  • Maintain a full caseload while meeting a 4.5-day average resolution time and 95% SLA.
  • Escalate Engineering issues with documented stakes, timing, and affected-user counts.
  • Maintain ticket-quality and escalation standards under pressure.
  • Review AI-generated answers, improve supporting knowledge artifacts, and submit documentation requests.
  • Provide technical review on documentation drafts and review teammates’ investigations as experience grows.

Requirements

  • Enterprise technical support experience, including at least one support role lasting 18 months or longer.
  • Experience owning escalations at a SaaS company whose product transfers data between two systems controlled by the customer.
  • Demonstrated habit of investigating issues before responding, using specific logs, queries, and consoles.
  • Ability to diagnose production issues with live queries using SQL, SOQL, or an equivalent language.
  • Experience enforcing written standards under pressure without conceding unsupported defects or blaming customers.
  • Experience identifying a recurring customer question and driving it through to published documentation.
  • Strong communication skills, including the ability to address both technical answers and relationship concerns.
  • Experience working with complex, multifactorial technical issues and large-scale data systems.
  • AI tooling experience in a personal workflow, including the ability to explain its limitations, preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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