Technical Support Engineer

Summary

Balto is an AI contact center company focused on delivering excellent customer experiences. The Technical Support Engineer will own complex customer escalations from investigation through resolution, troubleshoot integrations and connectivity issues, and serve as the technical bridge between Support, Engineering, and Implementation.

Responsibilities

• Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity
• Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation
• Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop. This is a project-management function as much as a technical one
• Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria (regression signal, multi-org symptom, confirmed defect, etc.) before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done
• Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions
• Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time
• Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off

Skills

• 2-3 years in a technical support, support engineering, or technical escalation role
• Knowledge areas:
• Networking, firewalls, and VPNs
• Softphone or CCaaS integrations
• 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: experience holding multiple open threads, knowing when to escalate vs. keep driving
• Support case triage: experience owning problems within support's wheelhouse, but determining when it needs additional resources
• Demonstrated experience using different AI tools and a general understanding of prompting
• An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
• A critical thinker with the capacity to understand a complex technical problem
• Self-motivated, detail-attentive, and able to continuously learn
• Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment
• Familiarity with CCaaS platforms

Qualifications

Must Haves

• 2-3 years in a technical support, support engineering, or technical escalation role
• Knowledge areas:
• networking, firewalls, and VPNs
• softphone or CCaaS integrations
• 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: experience holding multiple open threads, knowing when to escalate vs. keep driving
• Support case triage: experience owning problems within support's wheelhouse, but determining when it needs additional resources
• Demonstrated experience using different AI tools and a general understanding of prompting
• An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
• A critical thinker with the capacity to understand a complex technical problem
• Self-motivated, detail-attentive, and able to continuously learn

Nice to Haves

• Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment
• Familiarity with CCaaS platforms

Benefits

• Fully remote team — work from anywhere in the US
• Healthcare
• 401(k)
• Unlimited PTO
• Learning stipends
• Mission-driven culture with smart, supportive, and AI-obsessed teammates