Technical Success Specialist

• Investigate and resolve customer inquiries regarding Balto products and services
• Interact with customers through email and video conferencing
• Collaborate cross-functionally with Customer Success Managers, Implementation Managers, and the Sales Team on post-sales service functions
• Investigate reported technical issues, identify root causes, and find solutions
• Provide ongoing technical support and follow up to ensure issues are resolved
• Log all calls and support requests
• Develop technical documentation for internal and external audiences
• Troubleshoot complex integration issues
• Conduct post-live integration checks during low implementation-manager bandwidth periods
• Serve as the primary internal escalation point for complex, multi-part customer issues, owning them through resolution and buffering Support from Engineering

• Strong troubleshooting and deductive reasoning
• Highly organized and methodical
• Comfortable in a customer-facing role
• Knowledgeable in networking, firewall, and VPN
• Clear and concise verbal and written communications
• Great rapport-building skills
• Ability to contribute and adapt to evolving support procedures
• Very comfortable in Windows (10+) and MacOS environments
• Knowledge or experience related to CCaaS or VoIP softphone applications highly desired, but not required
• Experience writing, reading, or editing common coding languages a plus (Python, JSON, etc.)
• Experience writing, reading, or editing code in a web environment a plus (HTML, CSS, JavaScript, etc.)
• Experience with DataDog highly desired, but not required

• A robust vacation and PTO schedule
• US shift timings