Technical Support & AI Engineer (Fully Remote)

Frontier; United States; Remoto; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

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

Conoscenze

Technical support experience

Networking knowledge

Firewall knowledge

VPN knowledge

Communication skills

Project management

Strumenti

Datadog

Salesforce

CCaaS

Descrizione del lavoro

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

Requirements:

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

Milestones:

• 30 days: Ramp on tools and workflows.
• 60 days: Own escalations and use AI tools.
• 90 days: Lead escalations with AI workflows.

Frontier is a subsidiary of Fresh Prints that helps fast-growing companies build cross-functional teams abroad. Fresh Prints is a New York-based, fully remote 150-person company with most of its team based in India and the Philippines.