Technical Support Engineer

Balto

. Serve as the primary escalation point for Support's Technical Success Specialists on cases exceeding T1/T2 complexity .

Posted 9/19/2026full-timeRemote • United StatesJuniorMid-Level💰 $79,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues, particularly in networking, firewalls, and softphone integrations. Proficient in managing multi-part escalations and communicating effectively with both technical and non-technical stakeholders.

Highest-signal resume keywords

Technical Support ExperienceNetworking KnowledgeSoftphone Integration ExpertiseLog/Observability Tooling ExperienceProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIntegration DiagnosisBasic Code LiteracyTechnical Documentation MaintenanceCase Triage

Soft Skills

Exceptional Communication SkillsCritical ThinkingSelf-MotivatedDetail-Attentive

Tools & Technologies

Salesforce Service ConsoleDatadogCCaaS Platforms

Industry Keywords

Technical EscalationSaaSContact-Center TechnologyVPNsFirewall

Tech Stack

Tools & technologies

FirewallsJavaScriptPython

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2-3 years in a technical support, support engineering, or technical escalation role
Knowledge of networking, firewalls, and VPNs
Knowledge of softphone or CCaaS integrations
Experience with 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 and experience holding multiple open threads
Experience knowing when to escalate versus continuing to drive an issue
Support case triage experience
Demonstrated experience using different AI tools and a general understanding of prompting
Exceptional written and verbal communication skills
Experience communicating complex technical issues to technical and non-technical audiences
Critical-thinking ability to understand complex technical problems
Self-motivated, detail-attentive, and able to continuously learn
Prior tier-2/tier-3 support or technical escalation experience preferred
SaaS or contact-center technology experience preferred
Familiarity with CCaaS platforms preferred

Benefits

Comp & perks

Fully remote team — work from anywhere in the US
Healthcare
401(k)
Unlimited PTO
Learning stipends
Virtual interviews
Skills test