Remote Tech Support & AI Escalations Engineer

Frontier; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Frontier, a subsidiary of Fresh Prints, seeks a Technical Support Escalation Specialist to act as the primary escalation point for complex customer issues. You will investigate technical issues, own escalations end-to-end, and route engineering problems with diagnostics.

The role requires 2–3 years in technical support with networking, firewall, and VPN knowledge, plus experience with Datadog, Salesforce, and CCaaS.

Qualifications

• 2–3 years in technical support with networking, firewall, and VPN knowledge.
• Experience with Datadog, Salesforce, and CCaaS.
• Strong communication and project-management skills.

Responsibilities

• Serve as primary escalation point for complex customer issues.
• Investigate technical issues and own escalations end-to-end.
• Filter Engineering-related issues with diagnostics.

Skills

Technical support experience

Networking knowledge

Firewall knowledge

VPN knowledge

Communication skills

Project management

Tools

Datadog

Salesforce

CCaaS

Job description

Frontier, a subsidiary of Fresh Prints, seeks a Technical Support Escalation Specialist to act as the primary escalation point for complex customer issues. You will investigate technical issues, own escalations end-to-end, and route engineering problems with diagnostics.

The role requires 2–3 years in technical support with networking, firewall, and VPN knowledge, plus experience with Datadog, Salesforce, and CCaaS.