About Balto Balto is a fast-growing leader in the AI Contact Center with a heavy emphasis on delivering amazing customer experiences. As a small, dynamic team, we rely on efficient processes and data-driven decisions to fuel our continued growth. Backed by Y Combinator.
About 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 they're looking for
- 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,
More about this role
Full-Time, Remote, U.S. Only
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...
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