Technical Support Engineer
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Job Description
Technical Support Engineer resolving complex customer escalations for Balto’s AI contact-center platform. Troubleshooting integrations, softphones, networking, and engineering-level defects.
Responsibilities:
- Serve as the primary escalation point for Support's Technical Success Specialists on cases exceeding T1/T2 complexity
- Investigate and diagnose complex technical issues, including integration failures, connector/softphone problems, and platform behavior that differs from documentation
- Own multi-part enterprise escalations end-to-end
- Track open threads, assign next steps, keep customers and internal stakeholders informed, and close the loop
- Confirm issues meet escalation criteria before involving Engineering
- Package escalations with completed diagnostic groundwork
- Troubleshoot complex integration and softphone issues
- Act as a technical consultant on networking, firewall, and connectivity questions
- Maintain technical documentation and runbooks
- Partner directly with Engineering and Implementation Managers
Requirements:
- 2-3 years in a technical support, support engineering, or technical escalation role
- Knowledge of networking, firewalls, and VPNs
- Knowledge of softphone or CCaaS integrations
- Experience with log/observability tooling (Datadog or equivalent)
- Basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior
- Salesforce Service Console or equivalent case-management tooling
- Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution
- Strong project-management ownership and experience holding multiple open threads
- Experience knowing when to escalate versus continuing to drive an issue
- Support case triage experience
- Demonstrated experience using different AI tools and a general understanding of prompting
- Exceptional written and verbal communication skills
- Experience communicating complex technical issues to technical and non-technical audiences
- Critical-thinking ability to understand complex technical problems
- Self-motivated, detail-attentive, and able to continuously learn
- Prior tier-2/tier-3 support or technical escalation experience preferred
- SaaS or contact-center technology experience preferred
- Familiarity with CCaaS platforms preferred
Benefits:
- Fully remote team — work from anywhere in the US
- Healthcare
- 401(k)
- Unlimited PTO
- Learning stipends
- Virtual interviews
- Skills test
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