Remote Technical Support Engineer with AI Escalation

Openkrill; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Benefits

Equipment Provided

Paid Leaves

Job summary

Frontier is seeking a Technical Support Engineer to join Balto's Support team, fully remote. You will serve as the primary internal escalation point for complex customer issues, owning them from investigation to resolution and acting as the bridge between Support and Engineering.

You will diagnose advanced technical problems, coordinate with Engineering and Implementation, and leverage AI tools to accelerate diagnosis and documentation.

Qualifications

• 2-3 years in a technical support, support engineering, or technical escalation role.
• Knowledge of networking, firewalls, and VPNs.
• Familiar with CCaaS integrations and telephony concepts.
• Experience with log/observability tooling (Datadog or equivalent).
• Basic code literacy (Python, JSON, HTML/CSS/JS) to understand integration behavior.
• Experience with Salesforce Service Console or equivalent case-management tooling.

Responsibilities

• Serve as the primary escalation point for complex support cases.
• Investigate and diagnose complex technical issues including integrations and platform behavior.
• Own multi-part escalations end-to-end with cross-functional coordination.
• Filter and package issues for Engineering with proper diagnostics.
• Troubleshoot integration/softphone issues and provide technical guidance on networking.

Skills

Networking

Firewalls

VPNs

CCaaS integrations

Observability tooling

Tools

Datadog

Salesforce Service Console

Job description

Frontier is seeking a Technical Support Engineer to join Balto's Support team, fully remote. You will serve as the primary internal escalation point for complex customer issues, owning them from investigation to resolution and acting as the bridge between Support and Engineering.

You will diagnose advanced technical problems, coordinate with Engineering and Implementation, and leverage AI tools to accelerate diagnosis and documentation.