About Frontier
Frontier 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.
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.
About the client
Balto’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.
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 & product engagement from onboarding to continued adoption, and investigate solutions for complex technical issues.
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.
Key Responsibilities
- Serve as the primary escalation point for the Support team's Technical Success Specialists (TSS) on cases that exceed T1/T2 complexity
- Investigate and diagnose complex technical issues: integration failures, connector/softphone problems, platform behavior that doesn't match documentation
- 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 much as a technical one.
- Filter 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
- Troubleshooting complex integration/softphone issues, and act as a technical consultant on networking, firewall, and connectivity questions
- Help maintain the technical documentation and runbooks that let the tier 1/tier 2 support team resolve more on its own over time
- Partner directly with Engineering (including the existing tier-2 escalation path) and Implementation Managers as a peer, not just a hand-off
Requirements
- 2-3 years in a technical support, support engineering, or technical escalation role
- Knowledge areas:
- networking, firewalls, and VPNs;
- softphone or CCaaS integrations;
- log/observability tooling (Datadog or equivalent);
- basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior;
- Salesforce Service Console or equivalent case-management tooling
- Demonstrated ownership of ambiguous, multi-stakeholder problems through to resolution
- Strong project-management ownership: experience holding multiple open threads, knowing when to escalate vs. keep driving
- Support case triage: experience owning problems within support’s wheelhouse, but determining when it needs additional resources
- Demonstrated experience using different AI tools and a general understanding of prompting
- An exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
- A critical thinker with the capacity to understand a complex technical problem
- Self-motivated, detail-attentive, and able to continuously learn
Preferred Qualifications
- Prior experience in a tier-2/tier-3 support or technical escalation role, ideally in a SaaS or contact-center technology environment
- Familiarity with CCaaS platforms
Performance Milestones
30 Days
- Fully ramped on the support queue and escalation triage workflows.
- Key technical systems (Datadog, Salesforce Service Console, CCaaS) and internal runbooks mastered.
- Active shadowing of enterprise escalations completed, with participation in live customer troubleshooting calls.
60 Days
- Independently diagnose and route new escalations against defined criteria without prompting.
- Own multi-part enterprise escalations end-to-end, coordinating smoothly across Engineering and Implementation.
- Actively utilize AI tooling to accelerate issue diagnosis and documentation write-ups.
90 Days
- Full fluency on Engineering and Implementation escalation boundaries and cross-functional relationships.
- Serve as the primary trusted owner for complex, multi-stakeholder escalations through to final resolution.
- Establish and adopt AI-assisted workflows that measurably improve operational speed and efficiency.
Job Details:
- Competitive Annual Salary
- Shift: Monday–Friday, 8:00 AM – 5:00 PM EST.
- Health Benefits, Equipment, and Paid Leaves
- Type: Full-time REMOTE role.
