Technical Support Engineer

Balto

4d • $79,000 - $85,000 • Remote

About The Position

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.

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

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed