Technical Support & AI Engineer (Full Time, Remote) at Fresh Prints

<p><strong>About Frontier</strong></p> <p><a href="https://www.hirefrontier.com/"><strong>Frontier</strong></a> is a <strong>subsidiary</strong> of <a href="https://www.freshprints.com/?srsltid=AU7gw4WuRYrDDtrT4HYXATbhWyhQ2ziWiK6oMwg-55Eqwjb1OqRbaouT"><strong>Fresh Prints</strong></a>. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it <strong>Frontier</strong>.</p> <p>We help companies grow cross-functional teams abroad. We hire the smartest people and place them into great companies. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through assessments and interviews and aim to connect you with the right opportunity.</p> <p><strong>About the client<br></strong></p> <p><a href="https://www.balto.ai/">Balto</a>’s mission is to power a new era of knowledge work in the contact center, and we're creating awesome technology to do just that. If you're excited by the opportunity to join a dynamic team initiating a technological revolution in Real-Time Guidance, Balto is for you. <br><br>More than just a company, Balto is a community. A community committed to empowering each of our members. This mission is at the heart of our organization. As a member of our Technical Success team, you’ll act as the voice of the user, drive efficient implementation &amp; product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues.&nbsp;</p> <p>We are looking a Technical Support Engineer to join Balto's Support team. In this role, you will serve as the primary internal escalation point for Support's most complex, multi-part customer issues, owning them from investigation through resolution, and acting as the buffer between Support and Engineering so that only genuinely engineering-level problems consume engineering time.</p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity</li> <li>Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation</li> <li>Own multi-part enterprise escalations end-to-end: track every open thread, assign next steps, keep the customer and internal stakeholders informed, and close the loop. This is a project-management function as much as a technical one.</li> <li>Filter and package what actually reaches Engineering: confirm an issue meets escalation criteria (regression signal, multi-org symptom, confirmed defect, etc.) before it consumes engineering time, and make sure what does get escalated arrives with the diagnostic groundwork already done</li> <li>Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions</li> <li>Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time</li> <li>Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>2-3 years in a technical support, support engineering, or technical escalation role</li> <li>Knowledge areas:&nbsp;</li> <ul> <li>networking, firewalls, and VPNs;&nbsp;</li> <li>softphone or CCaaS integrations;&nbsp;</li> <li>log/observability tooling (Datadog or equivalent);&nbsp;</li> <li>basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior;&nbsp;</li> <li>Salesforce Service Console or equivalent case-management tooling</li> </ul> <li>Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution</li> <li>Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving</li> <li>Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources</li> <li>Demonstrated experience using different AI tools and a general understanding of prompting</li> <li>An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences</li> <li>A critical thinker with the capacity to understand a complex technical problem</li> <li>Self-motivated, detail-attentive, and able to continuously learn</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment</li> <li>Familiarity with CCaaS platforms</li> </ul> <p><br><br></p>