Technical Success Specialist, (Full-time, Remote)

Balto's Technical Success Specialists are at the front line of customer challenges. Specialists take a leading role in resolving, troubleshooting, and strategically following up to ensure top-tier customer success. In this role, specialists help agents at the ground floor get the most value out of Balto's proprietary AI technology. The ideal Technical Success Specialist will connect data points and identify themes of opportunity or areas for technical improvement for the product. At Balto, team members are given the time, resources, and trust to successfully troubleshoot tough technical problems and assist customers with their challenges.

Responsibilities

Troubleshoot technical issues customers run into with Balto, such as calls not being captured, missing or one-sided audio, sign-in and access errors, and app connection problems; Explain technical findings to customers by email and video call, adjusting the detail according to customer's technical understanding level; Collaborate with Customer Success Managers, Implementation Managers, and the Engineering Team to fully handle and resolve a variety of issues; Provide ongoing support to customers for technical issues, including talking customers through a series of actions to resolve a problem, and then following up to ensure the problem is resolved; Decide when an issue needs to go to Engineering, and when it does, escalate it with a clear write-up: what happened, what you checked, what you ruled out, and the evidence; Own each case until it is actually resolved, not just diagnosed or handed off, and follow up with customers and internal teams until it is closed; Use AI tools as part of everyday troubleshooting and writing, as well as to improve operational workflows

Requirements

1-2+ years in technical support, help desk, or IT, where you personally troubleshot software problems; Experience using telemetry to find the cause of a problem (Datadog, Grafana, Splunk, Kibana, Windows Event Viewer, browser developer tools, or similar); Strong troubleshooting and deductive reasoning; Highly organized and methodical; Comfortable in a customer-facing role; Clear and concise verbal and written communications; Ability to contribute and adapt to evolving support procedures and processes; Very comfortable in Windows (10+) and MacOS environments; Understand Networking, firewall and VPN basics; Can install, update and troubleshoot desktop apps and browser extensions on Windows and macOS, including permissions, audio devices and network settings; Comfortable using AI tools (ChatGPT, Claude, Copilot or similar) in daily work and explaining how output is verified; Can explain a technical problem in writing to both technical and non-technical readers

Nice to have

CCaaS or VoIP softphone experience; Salesforce Service Console or similar case management tools; Experience writing, reading, or editing common coding languages

Benefits

A robust vacation and PTO schedule