Technical Support, AI Engineer

• 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

• 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

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