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Technical Support & AI Engineer (Full Time, Remote)

4 hours, 11 minutes ago
India, Philippines
Full-time
Junior
Technical Support Engineer
Artificial Intelligence and Machine Learning
CSS Datadog HTML JavaScript JSON Python
Apply Now
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009
View All Jobs 26

Description

  • Serve as the primary escalation point for Technical Success Specialists handling issues beyond T1/T2 complexity.
  • Investigate integration failures, connector and softphone problems, and platform behavior inconsistencies.
  • Own complex enterprise escalations from investigation through resolution, coordinating stakeholders and customer communication.
  • Evaluate escalation criteria and provide Engineering with complete diagnostic information when required.
  • Troubleshoot networking, firewall, VPN, connectivity, integration, and softphone issues.
  • Maintain technical documentation and runbooks to improve first- and second-tier support resolution capabilities.
  • Partner with Engineering and Implementation Managers on escalations and customer solutions.
  • Use AI tools to accelerate diagnosis, documentation, and operational workflows.

Requirements

  • 2–3 years of experience in technical support, support engineering, or technical escalation roles.
  • Knowledge of networking, firewalls, and VPNs.
  • Experience with softphone or CCaaS integrations; CCaaS familiarity is preferred.
  • Experience with Datadog or equivalent logging and observability tools.
  • Basic code literacy in Python, JSON, HTML, CSS, and JavaScript.
  • Experience with Salesforce Service Console or equivalent case-management tools.
  • Demonstrated ability to own ambiguous, multi-stakeholder problems through resolution.
  • Strong project-management, case-triage, critical-thinking, written, and verbal communication skills.
  • Experience using AI tools and understanding of prompting.
  • Prior Tier 2/Tier 3 support experience in SaaS or contact-center technology is preferred.

Benefits

  • Competitive annual salary.
  • Fully remote, full-time position.
  • Monday–Friday schedule, 8:00 AM–5:00 PM EST.
  • Health benefits, equipment, and paid leave.

Interested in this position?

Apply directly on the company website

Apply Now

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