Technical Support, AI Engineer

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Act as the main escalation point for Technical Success Specialists handling cases that exceed T1/T2 complexity.

• Analyze and resolve intricate technical issues, including integration failures, connector/softphone challenges, and discrepancies in platform behavior.

• Manage multi-part enterprise escalations from start to finish, tracking open threads, assigning next steps, keeping customers and stakeholders informed, and ensuring resolution.

• Screen and organize issues for Engineering after validating escalation criteria and completing the necessary diagnostic groundwork.

• Diagnose complex integration and softphone challenges.

• Serve as a technical advisor on networking, firewall, and connectivity inquiries.

• Develop and maintain technical documentation and runbooks to enhance T1/T2 support resolution capabilities.

• Collaborate directly with Engineering and Implementation Managers.

⛳️ Requirements

• 2-3 years of experience in a technical support, support engineering, or technical escalation position.

• Familiarity with networking, firewalls, and VPNs.

• Knowledge of softphone or CCaaS integrations.

• Experience with log/observability tools such as Datadog or similar.

• Basic coding skills in Python, JSON, HTML/CSS/JS.

• Proficiency with Salesforce Service Console or equivalent case-management tools.

• Proven ability to take ownership of ambiguous, multi-stakeholder issues and guide them to resolution.

• Strong project management skills with experience in handling multiple ongoing threads.

• Experience in support case triage and discernment about when to escalate issues.

• Familiarity with various AI tools and a general understanding of prompting techniques.

• Excellent written and verbal communication abilities for both technical and non-technical audiences.

• Strong critical thinking skills to navigate complex technical challenges.

• Self-driven, detail-oriented, and eager to learn continuously.

• Preferred: previous tier-2/tier-3 support or technical escalation experience, particularly in SaaS or contact-center technology.

• Preferred: knowledge of CCaaS platforms.

🏝️ Benefits

• Full-time remote work opportunity.

• Chance to join Balto through Frontier/Fresh Prints.

• Collaborate with a fully remote, cross-functional international team.