{"id":2172322,"url":"https://alion.io/job/fresh-prints-technical-support-ai-engineer-full-time-remote","title":"Technical Support & AI Engineer (Full Time, Remote)","company":{"id":6324,"name":"Fresh Prints","domain":"freshprints.com","url":"https://alion.io/company/fresh-prints","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":11,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-13T05:45:00Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Hyderabad, India","Manila, Philippines","India"],"countries":["IN","PH"],"hiring_countries":["IN","PH"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":30000,"period":"year","method":"role_seniority_country_cell","sample_n":12},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-10-09T10:05:33Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-13T19:03:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About Frontier\nFrontier 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.\nWe 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.\nAbout the client\n\nBalto ’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.\nMore 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. \nWe 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.\nKey Responsibilities\nServe as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity\nInvestigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation\nOwn 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.\nFilter 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\nTroubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions\nHelp maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time\nPartner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off\nRequirements\n2-3 years in a technical support, support engineering, or technical escalation role\nKnowledge areas: \nnetworking, firewalls, and VPNs; \nsoftphone or CCaaS integrations; \nlog/observability tooling (Datadog or equivalent); \nbasic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior; \nSalesforce Service Console or equivalent case-management tooling\nDemonstrated ownership of ambiguous, multi-stakeholder problems through to resolution\nStrong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving\nSupport case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources\nDemonstrated experience using different AI tools and a general understanding of prompting\nAn exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences\nA critical thinker with the capacity to understand a complex technical problem\nSelf-motivated, detail-attentive, and able to continuously learn\nPreferred Qualifications\nPrior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment\nFamiliarity with CCaaS platforms\nPerformance Milestones\n30 Days\nFully ramped on the support queue and escalation triage workflows.\nKey technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered.\nActive shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls.\n60 Days\nIndependently diagnose and route new escalations against defined criteria without prompting.\nOwn multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation.\nActively utilize AI tooling to accelerate issue diagnosis and documentation write-ups.\n90 Days\nFull fluency on Engineering and Implementation escalation boundaries and cross-functional relationships.\nServe as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution.\nEstablish and adopt AI-assisted workflows that measurably improve operational speed and efficiency.\nJob Details: \nCompetitive Annual Salary\nShift: Monday-Friday, 8:00 AM - 5:00 PM EST.\nHealth Benefits, Equipment, and Paid Leaves\nType: Full-time REMOTE role.","description_format":"text","description_chars":5369,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Apparel & Fashion Brands"],"lifecycle":[{"event":"open","at":"2026-10-09T12:43:51Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":3,"expected_fill_days":24,"reasons":["conf:1","stale_co","win:early","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fresh-prints-technical-support-ai-engineer-full-time-remote","json_url":"https://alion.io/job/fresh-prints-technical-support-ai-engineer-full-time-remote.json","meta":{"generated_at":"2026-10-13T21:40:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33176,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6324},"rest":"https://alion.io/mcp/rest/get_company?id=6324"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffresh-prints-technical-support-ai-engineer-full-time-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffresh-prints-technical-support-ai-engineer-full-time-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffresh-prints-technical-support-ai-engineer-full-time-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fresh-prints-technical-support-ai-engineer-full-time-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffresh-prints-technical-support-ai-engineer-full-time-remote"}]}