Balto

Support Engineer

• Serve as the primary escalation point for Support's Technical Success Specialists on cases exceeding T1/T2 complexity
• Investigate and diagnose complex technical issues, including integration failures, connector/softphone problems, and platform behavior that differs from documentation
• Own multi-part enterprise escalations end-to-end
• Track open threads, assign next steps, keep customers and internal stakeholders informed, and close the loop
• Confirm issues meet escalation criteria before involving Engineering
• Package escalations with completed diagnostic groundwork
• Troubleshoot complex integration and softphone issues
• Act as a technical consultant on networking, firewall, and connectivity questions
• Maintain technical documentation and runbooks
• Partner directly with Engineering and Implementation Managers

Technical Support Engineer