[Hiring] Technical Support & AI Engineer @Fresh Prints

Role Description

We are looking for 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.
• Troubleshoot 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.

Qualifications

• 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.