Technical Support Engineer

We are seeking a Technical Support Engineer to join our Support team. In this role, you will serve as the primary internal escalation point for Support’s most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time., * 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

• 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

Preferred Qualifications

• 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

• Love every customer: We care for and appreciate our customers, no matter their size, industry, or sophistication.
• Talk things out: We assume positive intent in others, talk through disagreements, and create open lines of communication across departments and levels.
• Start with gratitude: We stay humble, recognize others, and make the most of everything.
• Always be growing: We never stop learning. We seek to be a force of growth for ourselves and others.
• Own the work: We are drivers who seek to fix things and push forward towards the solution. We don’t wait for problems to solve themselves.

The pay range for this role is: 79,000 - 85,000 USD per year(Remote (United States))

We’re building an AI company, and we expect everyone at Balto to think like an AI operator.

No matter your role, you should use AI to work smarter, move faster, and find better ways to solve problems.

We expect you to:

• Use AI every day to improve your productivity and impact.
• Build automations, GPTs, or agentic workflows that eliminate repetitive work.
• Apply AI to make faster, smarter decisions.
• Stay current on emerging AI capabilities and turn them into practical business advantages.
• Challenge existing workflows by asking, “Why does a human still do this?”

If AI isn’t already a core part of how you work-or something you’re excited to adopt-Balto probably isn’t the right place.

If it is, you’ll be surrounded by people who think the same way.