Technical Support & AI Engineer (Full Time, Remote)

<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 muc