Technical Support & AI Engineer (Full Time, Remote)

More than just a company, Balto is a community. A community committed to empowering each of our members. This mission is at the heart of our organization. As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues.

We are looking a Technical Support Engineer to join Balto's 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.

Key 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

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

Performance Milestones

30 Days

• Fully ramped on the support queue and escalation triage workflows.
• Key technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered.
• Active shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls.

60 Days

• Independently diagnose and route new escalations against defined criteria without prompting.
• Own multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation.
• Actively utilize AI tooling to accelerate issue diagnosis and documentation write-ups.

90 Days

• Full fluency on Engineering and Implementation escalation boundaries and cross-functional relationships.
• Serve as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution.
• Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency.

Job Details:

• Competitive Annual Salary
• Shift: Monday–Friday, 8:00 AM – 5:00 PM EST.
• Health Benefits, Equipment, and Paid Leaves
• Type: Full-time REMOTE role.