Technical Support & AI Engineer (Full Time, Remote)

Overview

Serve as the primary internal escalation point for complex, multi-part customer issues on Balto's Support team. Own technical investigations and enterprise escalations from diagnosis through resolution while coordinating with Support, Engineering, and Implementation.

What you'll do

• Serve as the primary escalation point for the Support team's Technical Success Specialists on cases that exceed T1/T2 complexity.
• Investigate and diagnose complex technical issues, including integration failures, connector or softphone problems, and platform behavior that does not match documentation.
• Own multi-part enterprise escalations end-to-end by tracking every open thread, assigning next steps, keeping the customer and internal stakeholders informed, and closing the loop.
• Confirm issues meet escalation criteria, including regression signals, multi-organization symptoms, or confirmed defects, before they consume Engineering time.
• Package escalations with the diagnostic groundwork already completed.
• Troubleshoot complex integration and softphone issues.
• Act as a technical consultant on networking, firewall, and connectivity questions.
• Help maintain technical documentation and runbooks that enable the tier 1/tier 2 Support team to resolve more issues independently.
• Partner directly with Engineering, including the existing tier-2 escalation path, and Implementation Managers.
• Complete support queue and escalation triage workflows, shadow enterprise escalations, and participate in live customer troubleshooting calls during ramp-up.
• Diagnose and route new escalations against defined criteria without prompting.
• Use AI tooling to accelerate issue diagnosis and documentation write-ups.
• Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency.

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.
• Knowledge of log and observability tooling, such as Datadog or equivalent.
• Basic code literacy in Python, JSON, HTML/CSS/JS to understand integration behavior.
• Experience with Salesforce Service Console or equivalent case-management tooling.
• Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution.
• Strong project-management ownership, including experience holding multiple open threads and knowing when to escalate versus keep driving.
• Support case triage experience, including owning problems within Support's wheelhouse and determining when additional resources are needed.
• 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 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.

Nice to have

• 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.

Details

• Full-time role.
• Remote role.
• Location: India and the Philippines.
• Monday-Friday, 8:00 AM-5:00 PM EST.