Technical Support & AI Engineer
New
B
BaltoContact-center technology
Location: India & The PhilippinesFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2-3 years in a technical support, support engineering, or technical escalation role
- Required Skills
- PythonJSONDatadogNetworkingTechnical support
Requirements
- Have 2–3 years of experience in technical support, support engineering, or a technical escalation role.
- Know networking, firewalls, and VPNs.
- Have experience with softphone or CCaaS integrations.
- Know log and observability tools such as Datadog or equivalent.
- Have basic code literacy in Python, JSON, HTML, CSS, and JavaScript to understand integration behavior.
- Have experience with Salesforce Service Console or equivalent case-management tooling.
- Demonstrate ownership of ambiguous, multi-stakeholder problems through resolution.
- Have project-management experience holding multiple open threads and deciding when to escalate.
- Have experience triaging support cases and identifying when additional resources are needed.
- Demonstrate experience using AI tools and a general understanding of prompting.
- Communicate complex technical issues to technical and non-technical audiences.
- Think critically about complex technical problems and be self-motivated, detail-attentive, and able to learn continuously.
- Preferred: experience in tier-2/tier-3 support or technical escalation, ideally in SaaS or contact-center technology.
- Preferred: familiarity with CCaaS platforms.
Responsibilities
- Serve as the primary escalation point for Technical Success Specialists on cases exceeding T1/T2 complexity.
- Investigate and diagnose integration failures, connector or softphone problems, and platform behavior that differs from documentation.
- Own multi-part enterprise escalations from investigation through resolution, tracking open threads, assigning next steps, updating stakeholders, and closing the loop.
- Confirm issues meet escalation criteria and provide Engineering with diagnostic groundwork.
- Troubleshoot complex integration and softphone issues and advise on networking, firewall, and connectivity questions.
- Maintain technical documentation and runbooks for the tier 1/tier 2 support team.
- Partner with Engineering and Implementation Managers.
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