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Technical Support & AI Engineer (Full Time, Remote)

Fresh PrintsIndia & The PhilippinesFrontier
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Salary
Not listed
Job type
Full-time
Experience
Mid · 2+ yrs
Posted
9 Oct 2026
Status
Open · checked 7d ago

About this role

This full-time remote Technical Support & AI Engineer position is available for candidates located in India and the Philippines. The role suits a self-motivated professional with technical support and troubleshooting expertise who wants to work with enterprise clients.

Role Overview

Fresh Prints is hiring a Technical Support & AI Engineer on behalf of Balto. This full-time remote role involves serving as the primary internal escalation point for complex customer issues, acting as a bridge between support and engineering teams, and utilizing AI tooling to streamline diagnostics and documentation.

Key Responsibilities

Serve as the main escalation point for cases exceeding standard tier complexity for technical success specialists.
Investigate and diagnose complex technical problems such as integration failures, connector or softphone issues, and unexpected platform behavior.
Manage multi-part enterprise escalations from start to finish, tracking open threads, communicating with stakeholders, and closing loops.
Filter and package issues for the engineering team by confirming escalation criteria and completing preliminary diagnostic work.
Troubleshoot networking, firewall, connectivity, softphone, and integration challenges while consulting stakeholders.
Maintain internal runbooks and technical documentation to help tier 1 and tier 2 support teams resolve more cases independently.
Partner collaboratively with engineering and implementation managers as a peer.

Requirements

Two to three years of professional experience in a technical escalation, support engineering, or technical support role.
Knowledge in networking, firewalls, VPNs, softphone or CCaaS integrations, log or observability tools, and case-management platforms.
Basic code literacy to understand integration behavior.
Experience owning ambiguous, multi-stakeholder problems through to final resolution.
Background in support case triage and project-management tracking across multiple open threads.
Practical experience using various artificial intelligence tools with a general understanding of prompting.
Exceptional written and verbal communication skills for technical and non-technical audiences.
Critical thinking abilities with a self-motivated and detail-attentive work ethic.

Nice to Have

Prior experience in a tier-2 or tier-3 support or technical escalation role within a SaaS or contact-center technology environment.
Familiarity with CCaaS platforms.

Skills and Tools

Python
JSON
HTML/CSS/JS
Datadog
Salesforce Service Console
CCaaS platforms
AI tools and prompting
Networking, firewalls, and VPNs

Salary and Benefits

Competitive annual salary.
Standard shift schedule from Monday to Friday, 8:00 AM to 5:00 PM EST.
Health benefits, equipment, and paid leaves provided.

About the Company

Frontier is a subsidiary of Fresh Prints, a New York-based organization that assists fast-growing companies in building cross-functional international teams. Balto powers knowledge work in contact centers through real-time guidance technology and fosters an empowering community for its members.

How to Apply

To apply for this opportunity, please visit the official company careers page.

Skills and tech stack

PythonJSONHTMLCSSJSDatadogSalesforce Service Console

Questions candidates ask

Where is this job located?

This is a full-time remote role based in India and the Philippines.

How many years of experience are required?

Candidates must have 2-3 years of experience in technical support, support engineering, or a technical escalation role.

What are the working hours for this position?

The work schedule runs Monday through Friday from 8:00 AM to 5:00 PM EST.

What coding languages are helpful for this role?

Basic code literacy in Python, JSON, and HTML/CSS/JS is required to understand integration behavior.

What benefits are included with the job?

The position includes a competitive annual salary, health benefits, equipment, and paid leaves.

Ready to apply?

The application is on the official Fresh Prints careers page.

Apply on company site