{"id":1233263,"url":"https://alion.io/job/balto-technical-support-engineer","title":"Technical Support Engineer","company":{"id":1918753,"name":"Balto","domain":"balto.ai","url":"https://alion.io/company/balto","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":98000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":44},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"Datadog","optional":false},{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-09-18T21:14:21Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-09-26T18:44:03Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About Balto\nBalto 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.\nOur Culture: We’re AI Obsessed\nWe’re building an AI company, and we expect everyone at Balto to think like an AI operator.\nNo matter your role, you should use AI to work smarter, move faster, and find better ways to solve problems.\nWe expect you to:\nUse AI every day to improve your productivity and impact.\nBuild automations, GPTs, or agentic workflows that eliminate repetitive work.\nApply AI to make faster, smarter decisions.\nStay current on emerging AI capabilities and turn them into practical business advantages.\nChallenge existing workflows by asking, “Why does a human still do this?”\nIf AI isn’t already a core part of how you work-or something you’re excited to adopt-Balto probably isn’t the right place.\nIf it is, you’ll be surrounded by people who think the same way.\nWhy Balto\nFully remote team - work from anywhere in the US\nMission-driven culture with smart, supportive, and AI-obsessed teammates\nGreat benefits: healthcare, 401(k), unlimited PTO, learning stipends, and more\nAssessment Process\nOur hiring process includes virtual interviews designed to evaluate your problem-solving ability, strategic thinking, and communication skills and a skills test.\nFull-Time, Remote, U.S. Only\nThe Role\nWe 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.\nWhat You’ll Own\nServe as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity\nInvestigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation\nOwn 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.\nFilter 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 diagnostic groundwork already done\nTroubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions\nHelp maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time\nPartner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off\nWhat We’re Looking For\nSkills & Requirements\n2-3 years in a technical support, support engineering, or technical escalation role\nKnowledge areas: \nnetworking, firewalls, and VPNs; \nsoftphone or CCaaS integrations; \nlog/observability tooling (Datadog or equivalent); \nbasic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; \nSalesforce Service Console or equivalent case-management tooling\n\nDemonstrated ownership of ambiguous, multi-stakeholder problems through to resolution\nStrong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving\nSupport case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources\nDemonstrated experience using different AI tools and a general understanding of prompting\nAn exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences\nA critical thinker with the capacity to understand a complex technical problem\nSelf-motivated, detail-attentive, and able to continuously learn\nPreferred Qualifications\nPrior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment\nFamiliarity with CCaaS platforms\nBalto's Values\nAnchor on success: We set goals that align with success, and don’t settle for “good enough.”\nLove every customer: We care for and appreciate our customers, no matter their size, industry, or sophistication.\nTalk things out: We assume positive intent in others, talk through disagreements, and create open lines of communication across departments and levels.\nStart with gratitude: We stay humble, recognize others, and make the most of everything.\nAlways be growing: We never stop learning. We seek to be a force of growth for ourselves and others. \nOwn the work: We are drivers who seek to fix things and push forward towards the solution. We don’t wait for problems to solve themselves.","description_format":"text","description_chars":5106,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-25T15:35:49Z"}],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.837,"p_room":0.9,"age_days":7,"expected_fill_days":20,"reasons":["conf:3","win:mid","comp:junior"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/balto-technical-support-engineer","json_url":"https://alion.io/job/balto-technical-support-engineer.json","meta":{"generated_at":"2026-09-27T02:47:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2544,"day_limit":5000,"remaining_today":2456,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}