Technical Success Specialist – Real-Time Guidance

OpenKrill; United States; Remote; USD 30,000 - 36,000; Full time

Benefits offered by this job

Vacation and PTO

US shift timings

Job summary

Balto's Support team is seeking a Technical Success Specialist to be the primary internal escalation point for complex, multi-part customer issues, owning them from investigation through resolution and serving as the buffer between Support and Engineering.

In this role you will interact with customers by email and video, log requests, develop technical documentation, and collaborate with Customer Success, Implementation, and Sales to ensure successful post-sales support and integration checks.

Qualifications

• Strong troubleshooting and deductive reasoning.
• Highly organized and methodical.
• Comfortable in a customer-facing role.
• Knowledge of CCaaS, VPN, or networking is a plus.
• Experience with logging, docs, and post-live checks.

Responsibilities

• Investigate and resolve customer inquiries regarding Balto products and services.
• Interact with customers through email and video conferencing.
• Collaborate cross-functionally with Customer Success, Implementation, and Sales to handle post-sales functions.
• Log calls and support requests; develop technical documentation for internal/external audiences.
• Help ensure successful integrations and post-live checks during bandwidth gaps.

Skills

Troubleshooting

Customer-facing

Networking

Windows/macOS

CCaaS/VoIP

Python/JSON

HTML/CSS/JavaScript

Documentation

Cross-functional

DataDog

Job description

Balto's Support team is seeking a Technical Success Specialist to be the primary internal escalation point for complex, multi-part customer issues, owning them from investigation through resolution and serving as the buffer between Support and Engineering.

In this role you will interact with customers by email and video, log requests, develop technical documentation, and collaborate with Customer Success, Implementation, and Sales to ensure successful post-sales support and integration checks.