Technical Support, AI Engineer

Job not on LinkedIn

🔥 1 hour ago

🌐 India, Philippines – Remote

🇮🇳 India – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🤖 AI Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Serve as the primary escalation point for Technical Success Specialists on cases exceeding T1/T2 complexity • Investigate and diagnose complex technical issues, including integration failures, connector/softphone problems, and platform behavior mismatches • Own multi-part enterprise escalations end-to-end, tracking open threads, assigning next steps, informing customers and stakeholders, and closing the loop • Filter and package issues for Engineering after confirming escalation criteria and completing diagnostic groundwork • Troubleshoot complex integration and softphone issues • Act as a technical consultant on networking, firewall, and connectivity questions • Maintain technical documentation and runbooks to improve T1/T2 support resolution capability • Partner directly with Engineering and Implementation Managers

🎯 Requirements

• 2-3 years in a technical support, support engineering, or technical escalation role • Knowledge of networking, firewalls, and VPNs • Knowledge of softphone or CCaaS integrations • Experience with log/observability tooling such as Datadog or equivalent • Basic code literacy in Python, JSON, HTML/CSS/JS • Salesforce Service Console or equivalent case-management tooling experience • Demonstrated ownership of ambiguous, multi-stakeholder problems through resolution • Strong project-management ownership and experience managing multiple open threads • Support case triage experience and judgment about when to escalate • Experience using different AI tools and general understanding of prompting • Exceptional written and verbal communication skills for technical and non-technical audiences • Critical-thinking capacity to understand complex technical problems • Self-motivated, detail-attentive, and continuously willing to learn • Preferred: prior tier-2/tier-3 support or technical escalation experience, ideally in SaaS or contact-center technology • Preferred: familiarity with CCaaS platforms

🏖️ Benefits

• Full-time remote work • Opportunity to join Balto through Frontier/Fresh Prints • Work with a fully remote, cross-functional international team