Full-Time, Remote, U.S. OnlyThe RoleWe 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 ForSkills & 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.
The pay range for this role is:
79,000 - 85,000 USD per year (Remote (United States))
