Technical Support Engineer

Job not on LinkedIn

🔥 10 minutes ago

🇺🇸 United States – Remote

💵 $79k - $85k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Balto

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 B2C

🛍️ eCommerce

🧘 Wellness

B2C • eCommerce • Wellness

Balto is a French pet care brand focused on improving dogs' wellbeing through veterinary-formulated supplements, kibble, and treats. The company sells directly to consumers via its online shop, highlights scientific formulation and GMP+ certification, and promotes products for joints, skin, digestion, dental hygiene, and relaxation. Balto emphasizes customer satisfaction with high Trustpilot ratings, a loyalty program (Club Balto), and claims to have helped over 75,000 dogs.

📋 Description

• 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

• 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

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