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Technical Support & AI Engineer (Full Time, Remote) at Fresh Prints. . Location: India & The Philippines. About Frontier. . Frontier. is a . subsidiary. of . Fresh Prints. . 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 . Frontier. .. . 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.. . About the client. . Balto. ’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. . 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 & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues. . . 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.. . Key Responsibilities. . . Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity. . Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation. . 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.. . 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. . Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions. . Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time. . Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off. . . Requirements. . . 2-3 years in a technical support, support engineering, or technical escalation role. . Knowledge areas: . . . networking, firewalls, and VPNs; . . softphone or CCaaS integrations; . . log/observability tooling (Datadog or equivalent); . . basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; . . Salesforce Service Console or equivalent case-management tooling. . . Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution. . Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving. . Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources. . Demonstrated experience using different AI tools and a general understanding of prompting. . An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences. . A critical thinker with the capacity to understand a complex technical problem. . Self-motivated, detail-attentive, and able to continuously learn. . . Preferred Qualifications. . . Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment. . Familiarity with CCaaS platforms. . . Performance Milestones. 30 Days. . . Fully ramped on the support queue and escalation triage workflows.. . Key technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered.. . Active shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls.. . . 60 Days. . . Independently diagnose and route new escalations against defined criteria without prompting.. . Own multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation.. . Actively utilize AI tooling to accelerate issue diagnosis and documentation write-ups.. . . 90 Days. . . Full fluency on Engineering and Implementation escalation boundaries and cross-functional relationships.. . Serve as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution.. . Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency.. . . Job Details: . . . Competitive Annual Salary. . Shift: Monday–Friday, 8:00 AM – 5:00 PM EST.. . Health Benefits, Equipment, and Paid Leaves. . Type: Full-time REMOTE role.. .