Technical Support & AI Engineer (Full Time, Remote)

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 for 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
• Troubleshoot 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