Senior Technical Success Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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People.ai

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

People. ai is a company that revolutionizes revenue strategies using artificial intelligence (AI). They offer a comprehensive solution, SalesAI, which integrates generative AI to automate tasks, assess account health, and provide coaching recommendations. Their platform enhances customer relationship management (CRM) through automated data capture and analysis, making sales processes more efficient. People. ai serves industries such as high tech, life sciences, and telecommunications, aiming to optimize go-to-market (GTM) strategies and improve revenue outcomes for sales, revenue operations, enablement, and marketing teams.

📋 Description

• 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