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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** BALTO SOFTWARE, INC. - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $79,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cascading Style Sheets (CSS), Software as a Service, Virtual Private Networks (VPN), JSON, Python (Programming Language), Salesforce.Com, Systems Integration, Datadog, Firewalls (Computer Science) - **Published:** September 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3875e29093fe7b52 ## About the Role * 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 ## Description 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 ## Related Videos - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [The Memory Leak That Ate Our Cluster: A Postmortem](https://www.wearedevelopers.com/videos/2057-the-memory-leak-that-ate-our-cluster-a-postmortem) - [You’re a great coder? 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