Technical Support Engineer

Full-Time, Remote, U.S. Only

The Role

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.

What You’ll Own

• 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

What We’re Looking For

Skills & Requirements

• 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

Balto's Values

• Anchor on success: We set goals that align with success, and don’t settle for “good enough.”
• 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.