Technical Success Specialist, (Full-time, Remote)

Overview

Technical Success Specialist on Balto's Support team, serving as the primary internal escalation point for complex, multi-part customer issues and acting as the buffer between Support and Engineering.

What you'll do

• Investigate and resolve customer inquiries regarding Balto products and services
• Interact with customers through email and video conferencing
• Collaborate cross-functionally with Customer Success Managers, Implementation Managers, and the Sales Team to handle a variety of post-sales service functions
• Investigate reported technical issues to discover root causes and find solutions
• Provide ongoing support to customers for technical issues, including talking customers through a series of actions to resolve a problem, then following up to ensure the problem is resolved
• Log all calls and support requests
• Develop technical documentation for both internal and external audiences
• Help make integrations successful: troubleshoot complex integration issues
• Conduct post-live integration checks during low implementation manager bandwidth periods

What you'll need

• Strong troubleshooting and deductive reasoning
• Highly organized and methodical
• Comfortable in a customer-facing role
• Knowledgeable in networking, firewall, and VPN
• Clear and concise verbal and written communications
• Great rapport-building skills
• Ability to contribute and adapt to evolving support procedures
• Very comfortable in Windows (10+) and MacOS environments

Nice to have

• Knowledge or experience related to CCaaS or VoIP softphone applications
• Experience writing, reading, or editing common coding languages (Python, JSON, etc.)
• Experience writing, reading, or editing code in a web environment (HTML, CSS, JavaScript, etc.)
• Experience with DataDog

Details

• Full-time, remote
• Location: India, The Philippines
• Working US shift timings
• Compensation: $650 - $800
• Robust vacation and PTO schedule